The ultimate service to the consumer psychology to bring what kind of change?
Keywords: extreme service, changes in consumer psychology.
Essence: the single explosion of the practical operation.
1, the first time to the Oriental Hotel feeling: the hotel is very good. Is the hotel environment, accommodation, meal taste, recreational facilities, level of service, office assistance and so on the overall feeling of good, but there is no one particular bright spot bright enough for consumers to remember him.
2, the second time to the Oriental Hotel:
①Floor waiter respectfully asked: "Mr. Wang is to use breakfast?"
Inside the consumer is the feeling of surprise, Huh, how do you know my last name is Wang? But inside there is still a bit of satisfaction, because the most beautiful sound in the world is their own name.
②Restaurant service lady smiled and asked: " Mr. Wang, still want the old seat? "
Consumers inner surprise, this you remember? At this time, the service lady took the initiative to explain, the consumer's inner doubts put down, in exchange for a full of the feeling of being respected.
3 service lady then asked: "the old menu? A sandwich, a cup of coffee, an egg?"
The consumer is no longer surprised inside, and in return is y loved and y moved. The waiter's two short sentences are like what mom and dad say to us in our own homes. Is it like your own wife who knows and cares about you? Isn't this a home in a foreign country? A heart at room temperature was instantly irrigated by a warm current, and this is what I felt. I believe Mr. Wang's experience will be even more intense and unforgettable.
④The restaurant gave Mr. Wang a plate of small dishes. It was the first time he saw it, so he asked what it was. The waiter immediately backed up two steps and said, "This is our special small dishes, gift you to taste, I hope you like it".
Consumer psychology: the inner warmth at the same time again by the waiter's meticulous service once again shocked.
At this point, the Oriental Hotel in the consumer's psyche has been different from other hotels, this difference is the ultimate service, although only a point but to the extreme, enough to shock the consumer's heart, enough to let consumers return to the domestic and other people to talk to when a story, a case to come out and friends to communicate with the staff to go to preach to do a publicity. This is a single explosion thinking version and doing version of the amazing power of the combination.
3, then Wang boss two years did not go to Thailand, in his birthday, suddenly received a greeting card from the Oriental Hotel and attached a letter, the letter said: Oriental Hotel staff miss him very much, I hope to see him again.
Consumer psychology: two years ago, the dining experience had given himself the warmth of home, a warm encounter in a foreign land, two years later, today, on his birthday and received the blessings and thoughts of his family from afar, once the past is vivid in his mind, and now the feelings of nostalgia in the hands of the double touched, at this time, Mr. Wang can not help himself, the excitement has been transformed into Cheeks a hot teardrops, a few words, a few dollars a stamp, but at this time the Oriental Hotel in Mr. Wang's heart is not in a top hotel so simple, between them produced **** Ming, love and be loved **** Ming, the Oriental Hotel has become his second home, he went to Thailand will not go home? Will he help introduce customers to the restaurant owned by his family? Mr. Wang himself has given the answer, this is our service to the customer to the extreme, the customer will respond to our service to the extreme.
This sincere feelings, this sincere love, is to do not fake, although a letter words are not much, but this heart feelings have been fully expressed.
Summary:
Single-explosive thinking version: the owner of the Oriental Hotel certainly has a single-explosive thinking version, if there is no single-explosive thinking version of how to think of going to the ultimate service? No single-explosive thinking version of the spiritual support and how can the service to the ultimate it? So the single explosion thinking version of the strategy, is the direction, the direction of efforts will have results, the direction is not the right effort for nothing.
Single explosion to do things version: three services, is layered, is better than once, the first time is certainly to collect and record customer information, the second time the customer is staying at the Oriental Hotel again, the floor of the waiter to remember all the customers on the floor of the name and looks, the customer once out of the immediate provision of super-expected service, while predicting the whereabouts of the customer so that customers to go to where you can enjoy super-expected! Top service, the third time is to write a love letter to the customer. This is the embodiment of a single explosion to do things version, is the embodiment of the pursuit of the ultimate, only to let impress customers, so that customer satisfaction, during the period of training of employees, the collection of customer information, the pursuit of uniform services and other hard not to mention, as long as the customer is satisfied with all of the orders of magnitude are worth it.
Single explosion thinking version and do things version of the combination to play a great power: Oriental Hotel intends to single explosion of customer service, hope that through the single explosion of this point to tie the hearts of customers. Then they have been working toward this extreme direction, has been in action, one time more than once to do a good job, to provide customers with a unified, top-notch service: the attention of the customer's name, customized service to the customer's consumption habits, the ultimate attention to the smallest places, full of love love letters, these are all the Oriental Hotel pursued by the ultimate service. It is because of the customer service to the extreme, will completely change the customer's view and impression of themselves, change the relationship between the two sides, so as to obtain the trust of the customer to win repeat consumption and referrals,
This is a single explosion of the thinking version and do things version of the combination of the great power.
All transactions are because of love: This is very important in the whole service, if there is no deep love for the customer, then the above service actions will only be mechanical, superficial service, is not lethal, is not able to move the customer's psyche, such as full of love and a smile will make a person's psyche warm, and programmed smiles are hard and emotionless. At the same time if there is no love for the customer, then the service can not be so subtle and extreme, because some actions are in a state of complete love to think of, such as love letters. All staff to the customer's deep love, is to do a good job of the source of the ultimate power of service, we provide customers with the ultimate service, the customer is touched by the customer in turn will respond to the love, the customer's response to us so that we feel that this service is full of love, good, loved, so we have to double the love of the customer in the future, for the customer to do the best service, at the same time, the customer will be doubled to our efforts to give Affirmation, so a benign service system full of love is guaranteed.
The success of Dongfang Hotel and Haidilao is so similar, different countries, different types of food and beverage, but both rely on the customer service to the extreme to achieve such brilliant results. The boss used the same two catering industry stories to make a case, can be said to be well-intentioned. First, I hope that we learn the Oriental Hotel and the spirit of love for customers, and secondly, I hope that we are all to the customer service to the extreme. This is the embodiment of a master salesperson.
Derivation:
So that if the single explosion of customer favor, like the Oriental Hotel and Haidilao love customers, customers as family like love, so that out of the sales action is the most contagious, the customer in order to feel, in order to draw close to the double hair feelings. If there is no love, then this service is not to do a long time, but also is not lethal to the flimsy scribbles. At the same time to single burst customer service as a guide, assisted by McKay 66, for customers to establish a file, send a small gift, provide value-added services, texting and so on, no matter how tired and hard, anyway, it is to do the best service to customers, is to let the customer take me as a younger brother, only then go to treat the customer with love, only really fighting service, then see the customer is to go to the collection of money to go.