When I used to wait tables, I would go out occasionally with others in the restaurant and hospitality industry and we would have exactly this conversation. And while my answer is targeted directly toward food & beverage service, I believe that with some imagination, it translates well to other spheres.

Our feeling was that the top-notch servers didn't just respond to what you asked for. They came to (unobtrusively) understand us on an intimate level and they adapted their service to reflect that understanding so that it seemed at times that they were reading our minds.

I can provide a great many examples of this and how, from an insider's perspective, it's done but this is probably a universal enough experience that you can generate some basic examples of your own. If you'd like to work through the metaphor in greater detail or have a more in-depth conversation about how it applies to other sectors, I'd be more than happy to have a more personalized discussion.

I am sure you will also get great answers from others. If you want a true-story example of 5-star (plus!) service, I will be more than happy to relate to you the extended story of how a rental car company (Hertz) saved my vacation. It was seriously a case of going "above and beyond".

Best wishes on your workshop.

Kimm

posted May 28, 2008

1 star for making you feel special [personal attention]
1 star for resolving any issues immediately
1 star for genuine friendliness, smiles and personality
1 star for getting your money's worth
1 star for rewarding your customer loyalty

:o) where's the workshop?

posted May 28, 2008

I spent some time working for a luxury resort in Western Pennsylvania. We were constantly trying ot achieve 5 Star service. I believe it is to go above and beyond what the most finicky person might expect. It is to know your client well enough to anticipate their needs and deliver before they have the chance ask. Every individual is different, therefore everyone's expectations are different, and when giving such a high quality of service you have to anticipate them all. Always deliver the unexpected.

posted May 28, 2008

I have to agree that the top points in giving "5-Star Service" is going above and beyond the expected and anticipating the needs and desires of the guest before the guest is even aware they have a need or desire. That's all relatively vague though.

I used to work in the restaurant industry as a server. The fundamental key in providing the best service was the ability to read the guest accurately. You can solve all the problems, offer everything possible, be personable and attentive, but some patrons will hate you because they found you bothersome and in their space.

Learning to control a situation from a receptive perspective is a tricky skill to master. The most important thing to remember is you have to understand the guest so that you can serve them. In that, you have to recognize their need, be attentive to what they say and note how they act toward you (that provides invaluable information in determining an appropriate response).

Secondly in that, it's still your job (as the person who works at that restaurant/hotel/airport/etc and knows the system inside and out) to establish and maintain control of the situation without undermining the guest. If you can in fact empower them, usually the guest is caught of guard and leaves quite pleased.

posted May 28, 2008

Example: The Inn at little Washington

Links:

• http://www.theinnatlittlewashington.com

posted May 28, 2008

Service, Service, Service, Service & Service.

The extra mile... and a half :)

I think most answers, so far, caught the "above and beyond the line of duty" angle, trying to give to one's clients a meaningful experience and not just a product. It's about being special.

posted May 28, 2008

I'm with Gary with respect to the Ritz; especially the Ritz in London .. and I have to add, sadly and posthumously, flying Concorde -- no holes barred, the best ever when it came to air travel.

My definition then, would be, pick the things you WOULD expect, show me not only their flawless delivery, but that one thing you might not expect .. and I've heard the same about "Hertz" when it comes to saving the day for people -- THAT's 5-star service!

Best to you Becky .. Marietta

posted May 28, 2008

Simple --

1) Exceed your customer's expectations -- BIG TIME!

2) If your procedures do not meet the needs of your customers, CHANGE YOUR PROCEDURES!

posted May 28, 2008

Attention without ubiquity

posted May 28, 2008

Very simple - to earn 5 stars, you have to be pro-active, not re-active. No matter what the situation, remain calm, collected and keep a professional demeanor.

posted May 29, 2008

Becky ...
Years ago I wrote a couple of training programs, "Quality Profits," and "Extraordinary Service: The Roots of Greatness." In my research, I discovered that typical rating scales of 1-5, look like this ...

5 - Delighted, Amazed, Extraordinary, "Walks on Water" etc.
4 - Very satisfied, Above Average, Exceeded Expectations, etc.
3 - Average, Fair, "The Usual", Satisfied, Expected, etc.
2 - Below average, Poor, Dissatisfied, etc.
1 - Extremely displeasurable, Hurtful, Harmful, Bad, "The Pits!" "Etc."

Also, in "The Loyalty Factor" and in research at Harvard, only reaching Extraordinary developed loyalty and an increase in profits. I once heard that Xerox spent millions of dollars on training to reach levels of 4.0. They reached that level and profits increased "0!" Ouch!

Only at near 5.0, did customers become loyal and even advocates ... impacting profits 25% to 90%. Referrals, repeat sales, and more sales from the same customers grew wonderfully at 5-Star locations/organizations.

I hope this helps your workshop ... Do GREAT! Lance

posted May 29, 2008

Doing everything possible to delight the customer.

posted May 29, 2008

7-star service standards, class and recognition is truly defined by the Burj-Al-Arab hotel in Dubai.
5-star service is defined by the Oberoi Udaivilas in Udaipur, India.

Out-of-this-world exclusive/premier product(s), facilities and infrastructure in terms of the richness, taste, luxury, expanse (space) and cleanliness backed by exemplary personalised, but non-intrusive, customer service with an extra fine attention to the minutest of details continuously served hot straight from the heart (genuine).

Links:

• http://www.burj-al-arab.com/
• http://www.udaivilas.com/en-US/Hotel/Awards.aspx
• http://www.communicationstrat.com/5starservice.pdf

posted May 31, 2008

Hey, Becky! It's one of your kindred spirits from www.whatsthediff.com... I highly recommend reading some of Scott Ginsberg's work. I heard him speak at the Brains on Fire F.I.R.E. Session in April, and he makes a great point that all the policies, processes and tactics won't mean a hill of beans if those in any kind of customer contact position aren't *approachable.*

He has three skinny books, making for very quick reads, but the best one for what you're looking for is the one on -- you guessed it! -- customer service. ;-)

I really feel that if people don't feel comfortable speaking up, you can't even begin to meet their needs. All the guesswork in the world can't make up for simple conversations.

Good luck!!

posted June 4, 2008

An important thing to remember for any company is that "5-Star Service" is not limited to luxury or high cost goods.

It is similar to great speakers:
1. Illustrate/Tell your clients and prospects what they can expect from you.
2. Deliver at or ABOVE what you have promised.
3. Report back to your client how you delivered.

An addition to this as "3a" would be to ask/survey your client to see if their perception of your service is the same as yours. Use that feedback as a teaching tool for future relationships.

Good luck with your workshop!
Jason
www.bigwebapps.com

posted June 4, 2008