A workshop participant summed up quality service as barking less and wagging more. What a wonderful metaphor for the staff at the Bowers Museum to consider as they gathered for a workshop on enhancing the visitor experience facilitated by Janine McDonald in affiliation with OneOC.
\nOver 60 employees talked about what it means to serve, each person bringing with them a symbol of service. A heart represented having a passion for what you do and helping others, a shell to hear the sounds and voices of customers, a pen represented writing things down so they can be followed up on, a cell phone to be readily accessible and of course a smiling face.\n\nOur group concluded that in many ways delivering quality service is the simple practice of common courtesy:\n
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- Smiling and projecting a positive attitude
- Listening and showing respect
- Saying please and thank you
- Being timely
- Doing what you say you’re going to do
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\nThese behaviors show you care and coupled with being knowledgeable about the product or services, yields loyal customers. Why is this important? It increases overall customer satisfaction, the likelihood that the customer will return and that she will recommend the organization to someone else. This is the most important measure of service.\n\n
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