I don’t know if it was rudeness or distraction that was the cause. I’d like to think the second … but both are destructive when it comes to delivering service. I was checking-out of a hotel in Short Hills NJ last week. It was a major hotel chain. The desk clerks made a major mistake … as minor as it may have seemed!
There were two desk clerks and they were engaged in conversation. Not sure about what. Must have been important! The person in line in front of me had what appeared to be shoes in a hotel bag and was leaving them to be shined. He finally stepped forward and handed the bag to one of the clerks. The clerk looked up and took the bag, but never said a word. The gentleman walked away leaving me next in line to be ignored. I stood there thinking … wow, they didn’t even say a word to this guy.
I wasn’t the only person thinking this. The gentleman returned about 30-seconds later (I was still standing in line being ignored). He stepped up to the desk and interrupted the two desk clerks, still in their own conversation, and simply said, “The least you could have done was say good morning. I am a guest in your hotel!” As he turned around and our eyes connected … I simply said, “good point.” The desk clerks didn’t know what to say although it appeared they genuinely understood his complaint. They promptly asked me how they could help.
Good morning seems so simple. So basic. It is … as are most key ingredients of great service. My good friend, speaker and author Barbara Glanz, shared with me research that says 7% of employees leave their job simply because their bosses don’t say Good Morning. Looks like to me that shining the sunshine of a little “good morning” into someone’s day can have a meaningful impact on both retention and service. Make it a point to be a “good morning” kind of person!