Moments Of Magic

Moments of Magic

A "Moment of Magic" is an interaction between you and the guest that exceeds his/her expectations and leaves him/her with a good feeling..

In other words….
When the guest is ‘Wowed’ ..by the food and service!!!

WOW?
Wow means extreme satisfaction.
Its going past satisfying guests’ basic needs and performance needs and finding those needs which delight and excite the guest.

And a constantly ‘Wowed’ guest
will lead to a ‘Devoted’ guest..

It is important to create twice the number of
Moments of Magic
versus
Moments of Misery
to break even…
As guest tell 20 people about a Moment of Misery but only 10 about a Moment of Magic…

Some Magic Moments
Remembering the name of a guest and addressing him by the same.
Remembering his preferences.
Giving a souvenir to a child during farewell.
Anticipating a special occasion and doing something special.
And many more……

How to achieve the magic consistently?

Give the guest your undivided attention
Have a service attitude
Surprise them with unexpected
Attend to the little things
Anticipate guests’ needs
Always say ‘Yes’
Treat them same by treating them different
Use tact when feelings are involved

Delighting Guests
Exceeding guests’ expectation is delighting guests
The guest reacts with a “wow” in return for the product/service
Every interaction with the guest has an opportunity to create delight
The challenge is to consistently maintain the delight factor

Remember The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees

Moments Of Magic

by Bhavana Agarwal on Jan 14, 2009

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