¿Algo Mas?

¿Algo Mas?

As the summer season approaches, I looked through some articles that were never published in the SQ and came across this one. Customer service is something we all experience, every day and in Sitges it is paramount that we get it right as tourism is our main industry. Besides the title question, I think we should always ask ourselves a few more, especially when we serve the public...  

I'm not talking about a four or five-star hotel or restaurant here, just when you walk out of a shop, restaurant or bar, how do you feel? These are the places where 9 times out of 10, there's been no real customer service training, and where tips are neither incentive nor motivation. Putting culture aside, whether you bought something or not; did the shop employees know you were there? Did they acknowledge your presence?  And did you feel your patronage was appreciated?

A glass of wine can be had anywhere around town, where would you prefer to enjoy it? An unfriendly place, or one in which you're warmly welcomed?

These are some of the deciding factors of whether or not we deem customer service as being bad or good. In the final analysis, it comes down to human interaction. And as we head into our summer season, it is an aspect of our main industry that we should take a look at and evaluate if we offer what is considered to be good customer service. It permeates tourism, from the moment people arrive off of the train or taxi, checks into one of our hotels, or when they go “out on the town” for drinks or dinner; do we show them our appreciation for coming to Sitges?

Let’s look at what really makes a good impression to us in general, and on our visitors:

• Upon entering any establishment, are we acknowledged with a pleasant greeting? Has the employee stopped the task at hand, or their conversation on their mobile telephone to express interest in us?

• During an interaction, are recommendations made to accommodate our needs? Especially if the business is not able to provide the service or product?

• Do we feel as though the employee cared enough to make an extra little effort to provide a substitute offering or information as to where to obtain the needed product? 

• ¿Algo más? (Would you like something else? Or literally, something more?) Are we asked if any further assistance is required? (This is good for both, customer and business!)

• This act could increase sales and offer an opportunity to think about the transaction – Have I remembered everything I need or want?

• When making final payments, was it handled with discretion? Especially if there is a problem with a foreign credit or debit card.

• And like the greeting, a simple, sincere, eye-to-eye farewell closes the experience on a positive note. This is important regardless of how busy the establishment may be.

Statistics:

Poor service will be communicated to approximately 20-30 people.

Average service is never communicated to others.

Excellent service is communicated to 7-10 people.

Especially in these times of job losses, and working longer hours for sometimes less pay, customer service is customer service. It is vital to do everything possible to leave a positive impression in the minds of our guests, and hope they remember our good customer service as part of their holiday or business visit to Sitges. Who knows, they might even show their appreciation with a generous tip!