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LEADERSHIP UNDERLIES THE _ SERVICE PROFIT CHAIN IN TO PRACTICE (hospitality )

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LEADERSHIP UNDERLIES THE _ SERVICE PROFIT CHAIN IN TO PRACTICE (hospitality ).

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LEADERSHIP UNDERLIES THE _ SERVICE PROFIT CHAIN IN TO PRACTICE (hospitality )

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THE SECRET  behind all these is when companies puts its  employees  and customer first a radical Measures occurs to them regarding their service excellence and how they measure and manage success.

the front line workers and customers need to be the focal  center of the management  investment.

and you can never focus only on one side and leave the other side of the balance

great leaders need to focus on investment on people, technology that supports front line workers revamping the recruiting and  the training practices,   compensation and motivation methods regarding the performances  to every level and not only in paper but that are practiced.

The service profit chain establishes the relationships between profitability ,Customer loyalty and Employee( satisfaction and productivity , loyalty and  Retention)

The propositions of the Profit and Growth are stipulated by customer loyalty  in theses we are looking into the quality share of the market while the attention to quantity of it results to customer satisfaction which is related to value of the service  and product received from the employees who are in face to face with the customers  thus  customer satisfaction  drives customer loyalty.

Employee productivity drives Value and its employee loyalty that drives productivity and employee satisfaction drives loyalty  where internal quality drives employees productivity ,here we are talking with the relation between the low employee turnover the higher the customer retention , the higher rate of customer loyalty and he very satisfied customers  and is all achieved through having very satisfied employees  in all aspects of wellness , compensation towards performance: people love recognition , people love to be challenged , people love to be promoted , people love inspirations, and having all the company policies being followed in practice to the later.all theses  results to  employee satisfaction which drives finally flows back to the customers. and when it does flow back to them you will find that the financial growth and profit is exceeded.

The reverse is true  ,when there is a High employee turnover ,low  customer retention, low customer  customer loyalty  which in the end affects the profit , revenue flow and the financial performances rates low.

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Gift, Attitude, Skill.

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“What kind of person would you want to work with? Call out some traits,” said Seth.

Smart. Passionate. Talented. A great listener. Problem solver . . . and so on.

As each trait was placed in the appropriate category, it became increasingly difficult to differentiate an attitude and a skill. At one point we all looked like confused puppies.

As the list narrowed down a pattern began to emerge: attitudes and skills cannot exist without one another.

When hiring or deciding the direction of the company culture, it’s easy to mistake what we’re looking for. Gifts are the shiny attributes that are unique to the individual, like innate talent. Attitudes and skills are malleable traits that denote “the person they’ll become,” as Jason Fried describes it:

While it’s a bonus to find that perfect person today, I find it more rewarding (for me and them) to pluck the future perfect person out of their mediocre job today. I love betting on people with potential. When they finally get that chance to do their best work, they blossom in such a special way.

And as the owner of a company, few things make me prouder than seeing someone excelling in a way that their resume/portfolio/references wouldn’t have suggested they could.

So when I ask what kind of person you want to work with, it’s possible that what you’re searching for is not specific gifts, but people who are willing to harness the ability to develop new traits and skills that not only benefit the company but also fulfill their own personal lives. What you see is not all that you get—there’s so much more to be unearthed and so much potential to be unlocked, but only with the right mindset and environment.

The Science Behind Traits

The “fixed mindset” is believing that your traits are concrete—that your level of intelligence is fixed and cannot improve no matter the effort put in, like the color of your eyes.

The “growth mindset” is all about improving through effort and learning from failure. Mishaps are not indications of a flawed character, but rather, opportunities to learn.

and further research shows that :

As Dweck said in her insightful book, Mindset: The New Psychology of Success:

This growth mindset is based on the belief that your basic qualities are things you can cultivate through your efforts. Although people may differ in every which way—in their initial talents and aptitudes, interests, or temperaments—everyone can change and grow through application and experience.

The passion for stretching yourself and sticking to it, even (or especially) when it’s not going well, is the hallmark of the growth mindset. This is the mindset that allows people to thrive during some of the most challenging times in their lives.

To encourage the development of new traits or skills, it’s important to identify the mindset that permeates the company. In short, what do you believe? Do you believe you can become a better writer, designer, manager, and leader? Are youborn creative or do you become creative?

This simple testament of “Yes, I can learn this” versus “No, I was born this way” has a profound impact on our behavior as well as the quality of our lives. But to grow the team, there must be harmony between internal beliefs and the team environment.

DID YOU KNOW THAT NAMES ARE THE MOST IMPORTANT TREASURE THAT ONE OWNS

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Pronouncing customers names’ correctly is critical psychologically because it gets to the competence of the business.

: Ruth Opala- Harold : has learnt that Names do wonders to clients through their service culture at the Ritz Carlton Hotels where they practice  the Three Steps Of Service

  1. A warm and sincere greeting. Use the guest’s name.
  2. Anticipation and fulfillment of each guest’s needs.
  3. Fond farewell. Give a warm good-bye and use the guest’s name.

HOW DO YOU HANDLE LYING CUSTOMERS

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Your customer lying puts you in a very awkward and uncomfortable position. You must handle this delicately. As a refined professional, you never want to come right out and say to your customer, “we know you are lying!” Use phrases such as:

– “Our research shows us the following.”
– “After speaking to the people who saw or heard the event, they understand the situation differently.”
– “Do you believe there could possibly be a different explanation?”

Hopefully, at this point the customer will realize that in your mind their story is suspect and will retreat from the situation. If not, and the customer wants a refund or compensation, you have two choices.

  1. If it is a small amount or item, you might decide it is not worth the time or emotional investment and give in.
  2. If it is a much more complex and expensive situation, you can respectfully explain to the customer that due to the facts you disagree and will not be honoring the request.