Hospitality is all about being absolutely prepared to wow your customer. Everytime you walk into your business you should be asking yourself, are we ready?
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The E Gap
The “e gaps” in business are simply defined as this:
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:
- How do you recover?
- How do you apologize in a positive way for the guest not to feel a breach of service?
- How many “e gaps” is your salon experiencing on a daily basis?
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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Taking Care Of Yourself
I read an article recently that hit me right between the eyes and I wanted to discuss a snippet of it as it applies to our daily lives.
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Planning for Recruitment
Many of you have set goals for your salon and you may not have to people necessary to see those through. Your intent needs to be that you have to...
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