There’s no excuse for poor service

You don’t have to be an international economist to know we’re still facing difficult economic times but I wonder just how many businesses in the ‘service’ industry are using this as a convenient excuse for lower standards.

We know that our customers have different requirements, and it’s not difficult to provide any specific requirements they may have, but we overlook the basics at our peril. We’re in the hospitality industry so surely our core offering is hospitality – a friendly welcome, a personal service and good food.

At all the Chartridge venues, we make a point in talking to our customers to find out what they want, what they expect. Their biggest gripe is venues that promise the latest high tech facilities with all the bells and whistles, yet fail to deliver those things they expected as standard – functional rooms, a peaceful environment, staff who make them feel valued and a menu that makes up for being away from home.

Quality service comes from the staff, their attitude, and the way that they interface with customers. Of course it’s important when we’re recruiting that we make sure our staff really are “people” people, but we then train them in those little nuances that make them exceptional. You expect the front of house staff to smile when you arrive, but why not expect the same from the technical support staff and the chamber maids? If a customer needs something they may not find the right person straight away, but shouldn’t all the staff be able to put themselves out to help. If customers are made to feel they are so much more than mere figures on the profit/loss account, then they’ll not only be very happy during their stay but they’ll want to come back.

It’s the same with the restaurant. If customers are away from home or the office, it doesn’t matter whether they are overnighting or just there for the day, they expect food that is a cut above the ‘staff canteen’ or the local pub. Again it hinges on the staff and their approach. All our chefs are allowed to be creative and are actively encouraged to explore new opportunities and add individuality to the menus. They use local specialist suppliers who provide seasonal dishes, or hand made sausages or specialist breads. The quality of produce from local suppliers tends to be much better than from mainstream wholesalers and it’s those little things that make our restaurants a memorable experience.

It’s such attention to detail and the personal service that differentiates Chartridge venues from the average. Our customers are only too keen to tell their friends about the superb food and friendly staff after a visit, and there’s nothing better than personal recommendation.

Having the right attitude and putting the customer first doesn’t add to the overhead. It means we always give a quality service yet still offer real value, and that’s what our customers tell us they really want.

So even in hard times, there’s no need to accept poor service when there are venues like Hitchin Priory, Lydiard House, The Beeches and Chartridge with an unenviable reputation for quality service, excellent food and good value.

We can do it so why can’t the others?
.

Tweet