Posts Tagged ‘Customer Service’

Just Do It.

The words have been used in many different ways, becoming iconic in the advertising world as athletes in their Nike shoes and clothes told us all to “Just Do It”.

I am here now, to tell you the same thing.

Just Do It.

We all have parts of our jobs that maybe we don’t really like to do.  Menial tasks, dirty jobs, cleaning – whatever it is – we just don’t LIKE to do it.  Yet these tasks need to BE done – and they need to be done BY YOU.  They need to be done  BY ME.  The fact is, if you work in the Customer Service Industry in any way, these jobs exist and by not doing them, you are creating a nasty environment for everyone you are in contact with.

When you refuse to be a team player, you are making life difficult for your co-workers.  You are making yourself look bad, and you are making it so people don’t actually want to work with you.  Customers can SEE this happening.  They can feel the tension.  They may not be able to pinpoint exactly WHY, but they will know it’s not a comfortable atmosphere.  This hurts business.  This hurts the bottom line.  This hurts EVERYONE.

In my Flight Attendant Role and my Bar-Server Role, the job I don’t like to do is empty the garbages.  I don’t like the smell, I don’t like the appearance – all in all the garbages gross me out.  Sometimes I don’t have to do it.  Those days are awesome!  However – there are plenty of times I DO have to do it.  I don’t like it, and I curse under my breath and I gag a little bit and I am generally pretty miserable about it.  BUT…  I DO IT.  I know it needs to be done, and I know that as part of a TEAM I need to hold up my end of the bargain sometimes.  Also, as a trainer and sometimes-supervisor I would never dream of asking someone to do something I am not willing to do myself.  That is NOT good leadership.  So, I hold my breath and yank the garbage out.

I also know that people enjoy working with me.  Is it ONLY because I will do the dirty jobs?  Obviously not – it’s a combination of being fun, solid and good at my jobs – combined with not feeling any job is beneath me.  I am a team player, and a PROUD one at that.

 

What jobs do you not like to take care of in your place of work?  Let’s discuss!!!

 

 

Anyone who has followed me for any length of time knows that I am a self-declared “Fairmont Girl”.  If it’s a Fairmont Hotels and Resorts property, I love it!  I sing the praises of their service levels, their staff and their properties.  Any negative experiences I have had have been dealt with in such an amazingly professional and thorough way that they leave me feeling positive and even more in love.  So I was as surprised as you all will be when I encountered an experience that certainly rivalled, if not out-shone, a Fairmont Experience last night.  This experience happened at the Sparks Lounge at the Delta Ottawa Hotel and Suites.

Betty.

This is a lady who is a career server for sure.  And why wouldn’t she be?  She was AMAZING.  She knew the menu, she knew her drinks and more importantly, she knew how to read her customers.  She helped us decide on our meal, knowing we weren’t looking for anything heavy.  She didn’t try to force us into an expensive dinner.  She recommended we share Tapas.  She recommended her favourite Tapas.  She joked.  She smiled.  She laughed.  She didn’t hover when we were talking, nor did she allow our beverages to get too low before offering more.

She made us feel welcome.

She made us feel appreciated and important.

She was a perfect example of excellence in Customer Service.

Why?

Her excellence is simple.  She took pride in her job, and her place of employment.  She genuinely likes people, and takes the time to develop a relationship with her customers.  She made her job fun.  She made sure her customers had fun.  She was genuine and real.

I don’t often frequent the Lounge at this hotel.  I have a good friend who lives up the street, and when I don’t visit with her, I tend to go outside of the hotel.  However, now that I know Betty, and know how amazing I will be treated – I will be back.  I will encourage my crews to join me.  I will encourage my Ottawa friends to join me there instead of elsewhere around the area.

Betty has turned me into a part-time Delta-Girl.

I hope Fairmont doesn’t mind.

 

It is always nice to be welcomed home.

As most of you know, I only get to be in my actual home approximately half the time. I spend a great part of my life on the road, living in hotels, and most hotels are NOT home.

Some are so far from being home that you have to shut your eyes tight, and hope for the best.

Some, however, are so close to home that you miss them when you aren’t there. You plot and plan and figure out ways to stay again and again. You smile at pictures of them. You crave their food, and wonder what new drinks are on their ever-evolving cocktail menu. You know interesting and sometimes useless facts about them. You feel like you belong when you visit.

 

The Fairmont Empress (Victoria, BC) is just that hotel.

I have been trying to count the number of times I have stayed at this amazing hotel. I know it’s probably hovering around 10. If I had millions of dollars, I’d visit every weekend! I come back because it’s a beautiful hotel, situated at the edge of one of the most amazing harbours I have seen, in my absolute favourite city. I tell everyone I know to try it because it offers an amazing level of service with a consistency found throughout Fairmont Hotels & Resorts properties.

Some of my favourite Fairmont-isms:

• All of the staff stop and smile when they pass you.
• The food is absolutely amazing.
• The beds are to-die-for comfortable.
• The rooms are clean, cozy and comfortable to be in.
• If you need something, the staff will do their very best to get it for you;
• If the staff can’t get help you, they will find someone who will;
• If that fails, they will apologize. Sincerely.
• You will be treated the same no matter who you are.

My recent trip to The Fairmont Empress was, of course, amazing. I was lucky enough to be staying on the Gold Floor. (If you don’t know about Fairmont Gold – read HERE.) I was greeted by Dillon and Lesley. I have been greeted by them before, but they see so many people, I wouldn’t dream that they remembered me. I was wrong. Lesley smiled immediately and used my name. Also? Dillon APOLOGIZED that my room wasn’t ready. This may not seem like such a big deal, except that I arrived hours before one would expect to be able to check in! The Gold Lounge was offered as a place to relax, and the view was spectacular.

I enjoy being in the Gold Lounge. It’s view, the beverages and snacks, the beautiful furniture, the cozy atmosphere – it’s all lovely. However, I enjoy watching the people more. I admit it, I am a people watcher. I like to observe them, sometimes even making up my own little stories about that. It’s a fun passtime, and in my line of work – there is no end to the people to watch! In the Gold Lounge tho, I like to watch the staff. I like to watch them interact with their Guests, and with each other. It’s like watching a family.

Other staff members to be noted on this trip:

Laura and Bradley who served up amazing beverages and nibbles on the Veranda. Laura claimed the Rattenbury Ceasar was the most delicious I would have ever had – and she was right. Also, when I declined to order an afternoon snack as what I wanted was not on the Veranda’s menu, she seemed shocked. Why of COURSE I could order something from the Bengal Lounge. I was brought the largest portion of Bengal Poutine ever! Still as delicious as ever!

Manon in the Bengal Lounge was another gem. An after dinner glass of wine was in order, and she served it with so much joy and charm that I found myself wishing I could have her bring me another dinner – just so I could enjoy her service longer.

It’s never a surprise when I experience what the Fairmont Empress, or any Fairmont property, has to offer, but it is always a pleasure. I cannot wait to have another wonderful Fairmont Experience again SOON!

I have enjoyed spending time at the following Fairmont Hotels:

• Fairmont Empress Victoria, BC
• Fairmont Winnipeg Winnipeg, MB
• Fairmont Palliser Calgary, AB
• Fairmont Banff Springs Banff, AB
• Fairmont Waterfront Vancouver, BC

Feel free to ask about my experiences at each of these hotels, or any hotels I experience along my travels.

 

I am excited to be using my experience at The Fairmont Empress as the relaunching point for Flygirl’s Travels. I am even more excited to be able to offer my readers a “NIGHT AT THE FAIRMONT”. That’s right!! I am so enamored with my experiences, I want YOU to enjoy your own! Fairmont has graciously offered to provide one of my lucky readers with a certificate that will enable you to have your own Fairmont Experience. Simply leave a comment telling me what your FAVOURITE thing about staying in a hotel is!!

RULES:

• You can only enter once on the Blog.
• If you tweet about my contest, you can get one extra entry. Don’t forget to @ me so I know!!
• Rude comments will be deleted immediately and will not count.
• Draw for the winner will take place on October 9, 2011.