During the next four days we will dicuss ways to strenthen customer loyatly while keeping the employees satisfied. The first two days will be about the importance of employee satisfaction and the last two days will be about guest satisfaction.
Day 1.
If your employees are unhappy, your guests are going to be unhappy. Today we are going to talk about the ladder of inference. This is important because it is about you.
Ladder of Inference.
"Don't let someone take you up the ladder.".
How does one get up the ladder?.
Ways back down the ladder.
1. Reflection - become more aware of how you think and feel about an issue.
2. Advocacy - make others aware of why you think and feel about an issue.
3. Inquiry - find out why the other person feels the way they do.
Day 2.
Today we"re going to elaborate a little more on advocacy and inquiry. .
Advocacy and Inquiry include:.
1. Interrogating - asking too many questions.
2. Dictating - demanding without knowing why.
3. Withdraw - refusing to communicate.
4. Politicking - no arguments, just a relentless refusal to learn while giving the impression that you are learning.
5. Skillful Discussion - balancing advocacy and inquiry, being genuinely curious without being critical or cynical.
Introduce Paint Palette.
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Day 3.
The guest is the person responsible for your company's existence. If there is no guest, there is no company to serve the guest. Therefore, we need to keep our guests coming back. In order to best serve our guests, we need to think about what the customer wants and needs from the customer's point of view. Today we"re going to discuss the "Bless Their Heart" strategy.
Bless Their Heart.
When a guest is upset, your immediate reaction should not be defensiveness. Do not let them take you up the ladder. Instead think to yourself that this guest has had the worst day possible. Realize that he/she is not upset with you, but upset in general. Think "Bless their heart, this must be the worst day of their life.