101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 68
Details, Details, Details
The little details make all the difference, no matter what kind of job we do. It’s how we look and how our workplace looks. It’s how we speak and what we say. It’s all the little extra courtesies and comforts we build into the service experience that can separate us from our competitors in customers’ eyes.PURPOSE:
✓ To observe other organizations’ attention to details
✓ To apply these observations in your organization
TIME: Two meetings—one 10 minutes, one 20 minutes; observation time variesDIRECTIONS:
1. Spend a few minutes discussing those businesses that associates believe focus on the details. Some examples everyone might recognize include Disney theme parks, Wegmans market, and Ritz-Carlton Hotels. Ask about businesses in your specific industry as well, and those who operate locally that are recognized for their attention to detail.
2. Explain to participants that they will learn what other businesses do to focus on details by becoming secret shoppers. Explain that this is the activity for the next several days: to observe how other service providers pay attention to the details.
3. Ask participants how they envision the role of a secret shopper. Listen for responses like, “Make notes about what other organizations do to focus on details,” “Review signage, printed materials, and work areas,” “Listen to the words their employees use,” “Look for the little extras

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