If you work as a housekeeper for a hotel, one of the jobs is “turn down”, or preparing guest’s bedrooms for bed time.
Some hotels are content to close the curtains, turn down the bed covers and put a chocolate on the pillow. Not the Four Seasons hotel chain. They have a 150 point “turn down” list, ranging from the way the pillows are plumped to the angle of the bed side clock
Providing a superior service is all about the process, making sure that everybody knows exactly what to do and when. Be clear about the process then make sure everybody follows it, simple
Except the Four Seasons provide an infinitely better service than that…
- If a member of housekeeping finds clothes scattered all over the floor, they pick them up and hang them, but not in the wardrobe, in the place where the guest is most likely to find them. Discretion is called for
- Reception staff have 4 minutes to check guests in, a classic average handle time ploy, unless of course the customer wants to chat, in which case they can take as long as they like
- On one occasion, when entering a room, a house keeper found a note scribbled on a paper napkin by the door. It said “Please Do Not Enter, Baby Sleeping”. First, she made a proper laminated sign, that the parents could re-use and pinned that to the door. And then, even better, she raised the issue, so now every couple that checks into a Four Seasons Hotel with a baby is handed a sign to hang on their door, just in case their baby is sleeping
Do you give your staff clear instructions, what to do and when? Whilst, at the same time, giving them the authority to ignore those instructions in an instant?
Maybe there is more to delivering a great service than just providing a process. You have to give permission to over-ride the process as well. And you can only do that if your staff are clear what your over-riding purpose is.
What is your over-riding purpose?
Read another opinion
Image by edkohler
Hi James
It’s wonderful to hear about an organisation that understand the value to customers of consistency yet also the equal value of common sense and individual initiative.
I experienced the opposite in a premium Pizza chain when waiting to settle up. It was getting late and our children were visibly (and probably audibly) tired and restless. But there was not a waiter to be found. For ages. When I did finally manage to catch someone and commented on the delay, I was told “We’re not allowed to bring the bill until you ask for it.”
I can’t help but think I have been to the same chain.
Thanks for your comment Guy
Hello James
Processes (and the standardisation that goes with processes) make good tools and poor masters. What do I mean? A process is a tool. It is a tool for getting a specific job done. The task and the responsibility of determining the usefulness of a tool, any tool, has to lie with a conscious reasoning being – a human being. This is forgotten by many. Why? Because we put in places processes because we distrust human beings – we place our faith in the tools and not in the human beings who make use of these tools.
One place to stand it to stand for Balance. When I think about that I think about the Toyota manufacturing lines. Yes, according to the accounts I have read Toyota has strict manufacturing processes – to ensure quality. And yes, any worker can pull the chain and bring the whole line to a stop. Toyota put its faith in both its people and its processes. Best of all get the people who do the work to come up with the process and also the scenarios is which it is to be applied and the scenarios in which it should be adjusted/modified.
And if you don’t trust your people and so are unwilling for them to do that then why have you recruited them? Ah, I see – you don’t trust them, you want the cheapest labour (hands not hearts nor brains) until someone finds a way for you to automate the work so that you can get rid of these workers. That is why you are not the Four Seasons.
Thanks for writing this post, I thoroughly enjoy reading it. There is so much wisdom in in, in your writing.
All the best
maz
Thanks for your comments Maz, I think your comment about trust is particularly poignant
James