If any business wants success, no matter what the field, consistent attention to the WOW factor in customer satisfaction is the answer.
Hospitality Consultant Theresa Syers brought that message to the 12th annual Tourism Conference in Port Elgin.
Syers says so many people think they’re delivering great service but they’re forgetting the most important component, which is engaging the customer with the human and emotional connection.
Syers says using a customer’s name; being sincere; a good listener and making the experience all about the customer is part of the WOW factor.
She says practicing those traits could be the difference between having the customer come back a second and third time and spending even more money because of the pleasant experience.
Syers points out that although she focuses on the hospitality sector, there is no sector that couldn’t take advantage.
She alludes to a gas station operator who remembers the name of a regular customer or a restaurant that remembers the birthday of a regular patron.
She says every moment is a moment of truth.
Syers says sometimes when merchants have been doing something for so long, they forget about that WOW factor that they may have had when they began their careers.
She urges employers to hire correctly.
Syers says every employee must share the same passion for the job be they full time or part time.
She asked, with delegates at the tourism conference, could they be sure that those employees left behind at the business are going that extra mile for customers.
The conference was put on by the Regional Tourism Marketing Partners of Grey-Bruce.
Bayshore Broadcasting was a proud sponsor of the event.
