G-U-E-S-T

Acronyms are often used as a mnemonic device to help folks recall new information or sometimes to remember the order in which things should be completed. Basically it’s a great way to learn things.

I heard a great acronym for the term “Guest” that I’d like to share.

Greet – Greet every customer you come near with a warm smile and an open attitude, ready to receive what ever they are interested in sharing with you, be it good or bad.

Understand – Make sure that you completely understand what the customer is sharing with you. Feel free to ask questions. Whether it’s a complaint about something in your place of business, or feedback on the restaurant down the block where they just ate, it’s important to “get” what they are saying.

Empathize – Empathize with the customer. That means put yourself in their shoes and observe their experience from their perspective. This is very important on a regular basis, but even more so if your customer has a complaint.

Suggest – Make a suggestion. This is your house, in your neighborhood, and the person in front of you is your friend. Let them know what you think, and why. Or tell them what you would do, and why. Bottom line here is information is power, and you should be arming your customer with all the information you can so they can be the powerful one.

Thank – At the end of every customer interaction, thank them. Whether your customer brought you a complaint or a complement, it was information that you didn’t have before, and it will elevate the service you provide in the future. For that, they deserve “thanks.”

A service provider who keeps this acronym in mind, and uses each of these points in order when they deal with their customer, will improve the service they provide, and will be well on their way to becoming a Service Superhero.  

Tune in next week for more adventures from a Service Superhero where we’ll explore another aspect of providing great customer service.  

Remember, I can transfer my abilities, or Superpowers, to anyone who truly wants them. Let me know if you'd like to set up a training seminar for your service team, so you can begin to deliver "Superhero Service" to each and every one of your customers.  

If you agree or disagree with anything I’ve said here, or would just like to share a Service related story or insight, I'd love to hear from you. Please post a comment below.