The ProSo Method To Achieving Service "wow's"

Posted by Jana Love

Oct 3, 2017 9:17:00 AM

In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge that we see is executing and delivering the "wow factor" is often misunderstood.

Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show that 65% of customers that are "satisfied" will end up taking their business somewhere else for a better offer (better service). Customers are not "wowed" by expected service, but rather by the unexpected service provided that met a need they didn't even know they had. This is what separates the "good" from the "great."

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Topics: Memorable Interactions, Exceeding Expectations, Training

Our Customer Loyalty Cheat Sheet

Posted by Katie Scheer

Jan 26, 2016 9:06:00 AM

In our ProSo world, we live and breathe improving customer experiences.  It's the foundation of our business, supports every effort, and is at the core of every service we provide.  Truth be told- it's a bit of a thorn in our sides because we can't just be a "normal" customer in our day-to-day lives.  Every time we are the customer (and not on the ProSo clock), we over analyze and evaluate the experience.  We constantly think of what was done right, what could be done better, and more. This means our team is the perfect resource for creating a customer loyalty cheat sheet.  So here I present to you what a company can do to sell us and keep us coming back for more...

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Topics: Exceeding Expectations, Customer Experience, Loyalty

ProTip: Anticipation is Critical in Service (and Hockey)

Posted by Michelle Nitchie

Jan 19, 2016 9:04:00 AM

Hockey_Pucks.jpgA good hockey player plays where the puck is.  A great hockey player plays where the puck is going to be.

-Wayne Gretzky

The start of a new year is a great time to think about looking ahead.  This usually means making fresh goals, which is certainly something we've talked about in the past.  But it can also mean thinking about the concept of anticipation.  Being proactive.  Seeing the future.  However you care to think about it, it's all about using what you already know to predict what will happen next.  

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Topics: Memorable Interactions, Customer Service Skills, Listening, Exceeding Expectations, Intuition

Hotel Front Desk & Sales: Little Customer Service "Wows"

Posted by Katie Scheer

Sep 8, 2015 10:00:00 AM

A little bit in customer service can go a very long way. Trust me- nowadays customers' expectations are not very high (sad, but true), and it's so easy to turn a standard interaction into one that is memorable.  As Nelson Boswell said, "Always give people more than they expect to get."  Why?  It's simple: one wow could be worth more than $10,000 in advertising. Now the examples and tips I am about to share with you are tailored to hotels, but think of these concepts in a grander scheme and how you could generally apply similar efforts into your business.  So here are our "Little 'Wows' Can Go a Long Way" for front desk agents and sales & catering managers...

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Topics: Memorable Interactions, Exceeding Expectations, Customer Service, Customer Experience, Sales and Selling

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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