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D-A-T-I-N-G Your Customer (Guest) Flipbook PDF

A brief reminder that your guests' experience determines if you get a second 'date' with them. Focus on repe




J a m e s Fe l d m a n , C S P, C P I M , C P T


ACTION D-A-T-I-N-G Your Customer®

D-A-T-I-N-G Your Customer/Guests These D-A-T-I-N-G principles will be known, owned and practiced by all Associates. D=Dazzle. A=Anticipate. T=Treat I=Innovate N=Nurture G=Grateful  ฀ The guests are the reason we are here, take pride in your performance! ฀ Any associate who receives a complaint “owns” the complaint. ฀ The person who corrects a problem must ensure the guest is satisfied with the

solution. Do not assume you have provided the solution. It's up to the guest to determine how satisifed they are with the solution, not you.  ฀ All guest requests or complaints are responded to within 15 minutes; be polite and

energetic in your response. LISTEN. Then repeat their request or complaint. ฀ When presented with a guest problem, be calm and listen empathetically.

If it’s broken …..fix it.  If it’s dirty…clean it…… If it’s on the ground……pick it up.   Do it right the first time. It is everyone’s obligation to keep the hotel immaculately clean, inside and out. Always introduce yourself using your name, when appropriate, and try to use the guest’s name at least two times during each conversation. Address each guest before they address you; with direct eye contact, a warm smile and a sincere welcome. They are GUESTS in your house. They deserve your gratitude. D-A-T-I-N-G Your Customer©

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฀ Show people the way…..Do not point it out. ฀ Treat your fellow associates as you would your guests. ฀ Never say “no” – Think of creative ways to say “yes”! ฀ Strive for diplomacy but never at the expense of honesty. ฀ Recognize that small details make the difference. We encourage suggestions to

improve every detail of our service and hotel. ฀ There is a place for constructive criticism. ฀ We are all salespeople! ฀ The safety and security of our guests, each other and the hotel is the responsibility

of all associates. ฀ Some people make things happen…..While others wonder what has happened.     

We want people who make things happen. ฀ Never allow guests to wait without acknowledgement. ฀ At all opportunities, identify and meet guests’ needs before they have to ask. Be

responsive and accommodating. ฀ Solicit feedback from guests whenever possible. ฀ Associates will understand their job responsibilities, company policies and hotel


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฀ Know all hotel services and how to assist guests with information. ฀ Take pride in your appearance. Believe in personal improvement. Balance your

physical,emotional and professional life. ฀ We recognize your family and culture are an important part of your daily life. ฀ A guest should never have to ask for a service that is our standard to provide. It is

the associate’s responsibility to know our standards. ฀ Serving others is the heart of hospitality and job enjoyment. Have a service frame

of mind and be prepared to exceed the expectations of our guests.  We need to focus on the guest returning to our hotel when given the choice of our competition. We strive to become their 1st choice.

Turning complaints into compliments is your goal. CARE about complaints and you will turn concerns in to compliments.

D-A-T-I-N-G Your Customer®

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D-A-T-I-N-G Is About Relationships Today there is no shortage of problems that require new shifts or changes in thinking.  It’s time to shift your thinking. 

DON’T MAKE ASSUMPTIONS. Find the courage to ask questions and find out what they really want. Communicate with customers as clearly as you can to avoid misunderstandings, arguments, and drama. 

ALWAYS DO YOUR BEST Your best is going to change from moment to moment; it will be different when you are tired as opposed to well rested. Under any circumstance, simply do your best, and you will avoid selfjudgment, self-abuse, and regret.

DON’T TAKE ANYTHING PERSONALLY Nothing customers do or say is because of you. It is a projection of their own reality, their own concerns, and issues. When you are immune to the opinions and actions of others, you won’t be the victim of needless suffering. BE IMPECCABLE WITH YOUR WORD Speak with integrity. Say only what you mean. Avoid using the word to speak against a guest or associate. Do not gossip. Use the power of your word in the direction of building trust.  

D-A-T-I-N-G Your Customer® James Feldman Associates, Inc. All Rights Reserved