The four cornerstones in business are never going to change. Rather, they are just going to get more attention as businesses continue to mature and grow.Read More
What the guest expected vs what they actually experienced.
For example, if a guest expected an appointment at 3:00 but you didn’t take them in the back of the house until 3:20, that’s an “e gap”.
A few things on this opening example:
If we have a front desk team or a staff that is constantly apologizing, that isn’t enough. We need to make corrections to eliminate the “I’m sorrys” in business.
What we want this to be is effectively a guide to determining what your “e gaps” are.
It all begins with the customers perception, not ours. One great example is from the Ritz Carlton: there’s no elegant way to apologize for poor service or poor performance.
So, we have to catch it when we hear it. We hear it when we hear, “I’m sorry”.
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