Great Service Isn't Natural - It's Created

"Do what you do so well that they will want to see it again and bring their friends"


Some people are naturally service focused and they deliver great service that's outside of their training for no apparent reason. Again, SOME people are naturally service focused. The large majority of people hired aren't gushing with the need to satisfy somebodies desires. To create WOW service you need great people, but even more importantly you need great training. Creating great service is a process just like creating an engine is a process (without the heavy machinery) - both can cause injury if the process isn't followed correctly.

Walt Disney was one of those people that gushed with that need. And because of his understanding that great service is a process he was able to create a fantasy empire. If you haven't read "Be Our Guest: Perfecting the Art of Customer Service" you're missing out on helping your company's service take the next step.

The Quality Service Cycle is an organization wide process that generates quality service. There are 4 main elements in the QSC: 1) Service Theme, 2) Service Standards, 3) Delivery Systems, 4) Integration

1. Service theme - your mission statement, the driving force of your service and the foundation for your staff's behavior with guests
2. Service standards - criteria for actions necessary to accomplish your service theme 
3. Delivery systems - your employees, the setting, and the processes in place
4. Integration - how it all comes together

Take a look at the elements and ask yourself the following questions: 

• What's our mission statement? Does our training revolve around it? 
• What should we be doing to accomplish our theme? What steps are necessary? 
• How are our employees trained to deliver and accomplish our theme? Do the processes in place make sense? Do they work? 
• What's the end result? Is everything flowing together to drive us to our theme?

I could go into great detail in each, and will in future blogs, but for now I want you to pick up the book, review the elements, and ask yourself the above questions. 

If you have any questions for me please don't hesitate to ask. I look forward to the comments and hearing from you. Have a great weekend!