I think the last time I talked about ‘service’ it was in association with staying at the Four Seasons in Hawaii last year. That was the most amazing service experience I think I have ever had. Over the last couple days I have been staying at the Four Seasons in Scottsdale. The service in Scottsdale is almost as good but it made me think about service again.
I appreciate good service. I always have. My parents will tell you when I was little I always wanted to go to restaurants with a table cloth and “real napkins”. Their aggravation was once we were there, all I wanted was a peanut butter and jelly sandwich.
I don’t consider myself a demanding person. I don’t “demand” good service. I think if you have to demand it, you’re not going to get it, even after making them do it, moment lost. I appreciate good service because having been associated with a service based business, Raindance, I know how hard a service business is to construct. These businesses don’t happen by accident, they happen because someone knows how to run one and put the processes and procedures in place to keep standards high. You can’t take any person and make them a good service employee. They have to care and value that behavior in the first place. If you have an employee like that then it’s a matter of training. At Raindance, Bryce Ambraziunas and Tom Hart were the kings of hiring employee’s that really cared, and then taking it to the next level through training. They knew how to make customers happy, proactively.
Ok, I’m a detail notice’r. Lura and I argue about this but I notice little things. Just such an event is something that made me think of all this. I was at the pool today at the Scottsdale Four Seasons. I was listening to music and drinking a beer and noticed an employee walk by, stop, lift up the little cocktail table that goes between lounge chairs and turn it 90 degrees so the wood slats were parallel to the chairs. I noticed this same exact behavior in Hawaii and year ago. Ok, I have been in business long enough to know people just don’t do that.
In fact, I have noticed other interesting, repeatable, behavior at Four Seasons resorts. For instance, if you finish eating, any employee walking by your table will immediately take your plate away. Bus boy, waiter, other waiter not assigned to your table, manager, grounds keeper, etc. that’s not normal.. If you ask where the gift shop is an employee will not only tell you where it is, they will walk you there. The list goes on and on.
What amazes me are people that take advantage of the situation. This comes back to demanding service rather then receiving service. I was taught to say “thank you” when someone brings me something. I’m sure I forget sometimes but generally speaking if I’m met with exceptional service, I respond ny being polite. That is what makes the experience fun, relaxing, and exceptional.
Everyone knows good service when they see it, unfortunately we have all been conditioned not to expect it.