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What Most Organizations Miss When It Comes to Amazing Customer Service

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If you want a team that consistently goes above and beyond, you need to get EVERYONE on the same page when it comes to serving your customers.

When you are clear about the service experience you want to provide to your customers, your team members, the communities in which you operate, and the communities your team members are from… then you can build a cohesive team that’s laser-focused on making that service experience a reality.

And by engaging your team with a clear service vision… you lay the foundations for a culture of outstanding service.

#VideoPosts #ServiceVision #ServiceCommunication

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Below is an Autogenerated Transcript

So, for example, with your guests, when you say, “We make each moment matter”, which was the beginning of the new LUX* brand, then each moment starts from exploration and then registration or, you know, sales, and then you’ve got the arrival and then you get them to the room. And for each moment, it also means each guest. So, you’ve got the mother and the father and the teenager and the little one. So, if your team is saying we, that means every single person on the property, every team member. Make, that means we need to do something. Each moment, that means every precious moment of time. Matter, then it matters to who? To the person whom we serve. And that’s an example right there of building the narrative so that thousands of people can say, “I understand that, and I understand how I can put that into action.” And Ron, how well do you think the team at LUX* have done in actually delivering on that promise of making each moment matter? I think the reputation that the brand has in the industry answers that question. They’ve done spectacularly well. But it isn’t just because they understand that particular principle, it’s that you’ve literally built the entire culture around them. So, when you say “We make each moment matter.” “LUX* shining service.” And then that evolved to “We care about what matters.” That was really the transformation of the brand and the collective to what you’re known for today. You as an organization, you as a CEO said, “We care about what matters.” Which means we care about what matters to our guests, but we also care about what matters to our team members. We also care about what matters in the communities where our properties exist and where our team members come from. We care about the ecology and the sustainability of the entire industry. So, you’ve differentiated, you’ve created a huge conversational space in which every member of your team I think is extraordinarily proud to be on that team and play their part.

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Ron Kaufman
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…and we’ll be in touch to share more ideas 
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