Guest Experiences

FREE

Why Does a Smile Work? Check out these 4 fascinating facts that will make you smile!

Smiling can boost your immune system Natural smiles, those who are wide enough to squint your eyes contribute to a stronger immune system by decreasing levels of cortisol in your body.

A smile makes you look prettier A research study conducted by Orbit Complete discovered that 69% of people find smiling faces to be better-looking than faces with makeup.

Smiling reduce blood pressure and helps your heart When you are smiling, your body immediately releases endorphins which lower your blood pressure. It can save your life!

Meet Ben Ben works as a bartender in a small neighborhood bar. Ben loves his work, and everyone on the team loves him. Today, Ben is having one of those "Argh! this is the worst day ever" kind of days...

Sasha, Ben's girlfriend, left him yesterday, three days before their second anniversary, His new phone got stolen, He forgot his mother's birthday And if that's not enough, his commute to work was delayed, and he arrived an hour late.

**Ben is a positive guy. ** He is aware of all the benefits of good customers service and understands how vital it is to smile, especially in his workplace. He also knows that his clients appreciate him for his positive attitude.

But today, he's just not feeling it.

It’s your job to break the ice with guests

It is not the guest's job to break the ice with you. Do not succumb to the limitation of "maybe this person doesn't want to interact with me."

Being in hospitality means reading the signs. Embrace your role as a crucial component of creating a great environment and guest experience while learning from each interaction to better the next.

Approach every interaction as though this guest were the food critic for the New York Times! The guests’ opinion and experience may not find its way to the NY Times but it may very well find its way to Zomatos, Trip Advisor and Yelp.

And remember: A simple smile creates a virtuous circle. It improves the outlook of those who give it and those who receive it. So smile!

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

It is time to practice your smile! Choose the image that makes you smile. (No wrong answers here) And it is also a key for a great guest experience! Try to use your beautiful smile more during your next shift!

Return visitors or ‘regulars’ generate significantly greater revenue.

How do you keep them coming back?

How do you make the experience a pleasurable one from beginning to end?

Hint: Think of the experience as a visit to a foreign land and the guests as travelers who barely speak the language. Be sensitive to their needs and guide them through the experience.

Guest Satisfaction and the Bottom Line A Harvard Business School study on Starbucks found guest satisfaction has a massive impact on revenue. They found that satisfied guests visit 4.3 times per month, spend $4.06 and remain loyal for 4.4 years. Highly satisfied guests visit 7.2 times per month, spend $4.42 and are on average, a consistent guest for 8.3 years. Let's do the math: The highly satisfied customer at Starbucks spends $381.89 per year and is worth $3,169.67 over the span of their 8.3-year customer life. This is a big deal!

The main reasons guests abandon a business are: More than one can be true!

You've noticed that there is a delay with some orders. What should be your first response?

As the front line interactor with the guest, you are the immediate representative of the business. What do you do when there is a problem?

Better yet, if you began your service with a smile, you have already set the table with a ‘can do’ and ‘we'll make it work’ attitude.

When a problem arises... Listen intently to the guest without interrupting. Own the mistake and acknowledge the problem. Tell the guest you are sorry for the bad experience. Stay calm, even if you don’t agree with your guest. Maintain eye contact and sympathetic body language. Ask your guest what they’d like. Try to negotiate a solution that is acceptable to both of you. Retell the guest's story in your own words, and empathize without blame. Apologize sincerely. Solve the problem quickly and without drama.

Rapid, efficient, effective problem solver To the rescue! Be the one that addresses the guest’s issue.

It is vital to deal with problems immediately. Guest’s anger can linger, resentment festers during a delayed problem-solving experience.