Guest experiences are created in many small moments and through many points of contact. Every point of contact matters, we need to look at each contact point and see if from our guests view point.
Initial contact could be:
– a review site
– our website
– our menu
– a phone call
These initial contact points will set the tone for the rest of their experiences.
When guests visit our venue, every detail is noticed – leaves, rubbish on floor, light bulbs not replaced, inappropriate noise levels and overall feel of our venue. All of these impact our guests experience.
It goes further than this also:
– Staff appearance
– The greeting our guests receive
– Quality and speed of service
– Hospitality (or lack thereof)
Everything the guest touches or walks past, sees, hears, feels is a contact point that will either enhance or worsen their customer experience.
Personalised service means to treat every guest well while giving that great treatment and service in different customised ways with each person. There is no one size fits all formula. You create experiences for your guests as you go using your intuition, own emotional skills and innate ability to connect with your guests.
Some practical tips and techniques to personalise your service:
Speak to each guests in a personalise way, greet each guest differently. Speak to our guests as if they were your own guests at your own dinner party. Personalised language makes your guests feel seen, heard and acknowledged. This is what our guests are looking for when they visit our venue.
For a great guest experience everything needs to be consistent – with their server, the host, everyone in the venue they come into contact with.