Creating a Culture of Guest Service - Key Insight #1
“You must have direct control of your front-line staff if you are to provide an exceptional fan experience.”
You can’t possibly believe that you have control over the guest experience if you don’t know how your front line will react in both good and challenging situations. For instance, do you know that your staff are being welcoming and friendly most of the time? What do you think would happen if a guest had an issue and your staff needed to provide empathy and service recovery? Do you believe it would happen independently of you or another leader having to step in? Would they even make you aware if they didn’t know how to manage it? This also needs to be innate in most situations to who the person is at their core.
Most organisations believe that their front-line, guest-facing staff are the last staff they should spend time or resources on when it comes to recruitment, on-boarding and recognition. This makes absolutely no sense. These are the staff that are interacting with your guests and the ones representing you and your brand. Why would you leave it to chance what behaviours and actions they would display on behalf of you and your organisation. Think about it.
“When I was serving in Major League Baseball for the Atlanta Braves, we had an interview process that was more difficult for our front-line, part-time, seasonal staff than it was to get a full-time, permanent position within the front office. This process was a 55 question, behavioural interview either on the phone or in person, looking for behaviours and actions around key personal traits like caring, relationship extension, work ethic, learner and positivity to name a few. On average, only 20% of applicants were supposed to get through it and offered a position on our staff. That meant for every 100 people we interviewed, only 20 were offered a position on our Gameday team. It takes a lot of time and resources to pick the right people. If you want to have certainty of the outcome of your guest experience, you must know that the people representing you have the right skills, behaviours and actions that create something special within your guest experience.”
Matt Lynch, Managing Director MoonShot
Once you have built your stellar team, at MoonShot, we have the skills and expertise to help you with the next steps, to take your guest experience to the next level! Fill out your name and email below to find out more!
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