Fred Reichheld at Rotman
Posted by Ryan Dunphey
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The Character of Frontline Employees
Delighting guests means putting kindness and intelligence into action. Often, delight comes from something small doesn't cost a great deal—offering a pot of tea to someone who arrives with a cold, for example. You can't script or incentivize staff to do this. It would feel mechanical and lack authenticity. And it's not necessary. If you have the right people on board, they come to work with that motivation. They take personal pride and satisfaction in seeing to it that the guests are well cared for. Just as important, you must select and develop the right people as front-line leaders so they can create an environment in which people can be their best.
Source: The Ultimate Question 2.0 (p. 211)
Posted by Ryan Dunphey
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Fred Reichheld on Profiting from the Golden Rule
We all want to be treated with honor and respect in ways, large and small, that enrich our lives. Such experiences not only make us happy, we want to share them with people we care about. By recommending an experience, we're signaling our trust that our friends will be treated similarly. Recommendations also signal to businesses how customers view their relationship with the company. When customers feel so well treated that they enthusiastically recommend a company to friends, they are promoters. When treated so badly they recommend avoiding the company, they are detractors. Both have direct and measurable economic consequences.
Source: Profiting from the Golden Rule
Posted by Ryan Dunphey
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