08 Jul Book review: Exceptional Service, Exceptional Profit by Inghilleri Solomon
Anthony remembers how the book uses the Ritz Carlton, a high class hotel, as an example. At the Ritz Carlton the employee will always say “it is my pleasure.” If you call for an extra towel or food, it will be “my pleasure.” The book focuses on how a script for employees will help ensure this is communicated to guests. If you never stayed or will never stay at a Ritz Carlton, you can still call them to ask for rates. It will be “my pleasure.” The only other business that Anthony can think of where the employees are trained to say “my pleasure” is Chic Filet, a Southern based fast food chain. Tell them thank you and it is “my pleasure.”
Imagine if employees answered in a depressed tone and gasped in exhaustion when asked for a service. The business would suffer, because the employee would perpetuate a negative atmosphere and customers will not return. Words are powerful and can raise or lower someone’s spirit, so if you operate a business ensure your people are upbeat and happy to help. Your business system can be designed to ensure people are motivated to help people by having a great script for people to rely on. Scripts can be used in every part of the business, because they will be something employees can rely on to help be successful.
Our office does not have a set script for employees. We enforce the idea that staff and attorneys be themselves and positive for the client. If you or a loved one were hurt by the carelessness of another call Anthony Paglia Injury Lawyer LTD to see how we can help at 702.830.7070 for a free consult.