Feature Article
Engaging the Guest Emotionally

By Constance Billé, Director of Organizational Development & Training

When I work with hotel client organizations hoping to improve their Customer Satisfaction scores, they are usually well aware that interpersonal contact — at curbside, at the front desk, or in the hallway — has a huge impact on guest satisfaction. They also know that it is not easy to get all the staff to engage with the guests and provide great service.

So they hope that LRA has the secret to training their doorman, desk clerk and housekeeper to smile and be friendly at all times, just as stated in the standards. "But," I tell them, "Your staff does not need to be trained to smile. Your staff already knows how to smile; they just aren't smiling. Or they may be smiling and they really don't feel like smiling." People do not learn to smile by reading about it, nor by carrying a pocket card to remind them, although those can be good reinforcers. Emotional behavior is learned by imitation and experience, and it has to be felt personally to be authentic ... Read More

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About LRA Worldwide, Inc.

LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.

In LRA's 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question - "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.

LRA Worldwide, Inc.
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Horsham, Pennsylvania 19044.2263, USA
Tel: +1.215.957.1999
Fax: +1.215.957.6570
e-Mail: info@lraworldwide.com
www.LRAWorldwide.com

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