valuable impression and contribution to tomers with courtesy and conviction “Some are simple solutions, like making
the overall image and brand. And that’s ensures repeat business and will increase sure that the group that arrives late at
the image visitors will walk away with - so the bottom line. night has the closest rooms to the eleva-
everybody needs to make sure that their tors, limiting noise in the guest room cor-
contributions result in a positive impres- The Chauncey Conference Center and ridors,” she continued. “Another solution
sion. Laurie House in Princeton, NJ takes cus-
is making sure that the directions on our
tomer service very seriously, according to
website (www.chauncey.com) are updat-
David M. Jackson, CMP, director of sales Sara Blivaiss,general manager.“Exceeding
ed to include road construction projects
for the Pocono Mountains Convention guest expectations remains the tenet of
in the area.”
and Visitors Bureau,hosted the event and our customer service philosophy. Every
summed it up very nicely: “Customer team member at Chauncey Conference
For those who feel that their customers
service begins the moment a potential Center participated in customer service
might not be receiving the kind of excep-
client picks up the phone, logs onto your training in September 2009. Every hotel
tional service they should be - there is
website or pulls into your driveway. and conference center in our competitive
now help available. Jim Cohn, publisher
Customer service becomes real when you set has nice guest rooms and great meet-
of Mid-Atlantic Events Magazine, along
master the art of turning a bad situation ing space. Exceptional guest service
with his partners, is launching a new ini-
into a satisfied customer. It is then that the delivery is what makes Chauncey
tiative called Service Re-Design to
client knows you truly believe in what you unique,”she said.
address the growing need for customized
say. In other words, you have made the
customer service training from experts in
client into a king or queen during the Blivaiss said she and her team like to
the hospitality field.
time that you have shared.” refine their strategy on a weekly basis. “A
portion of our weekly staff meeting is
Service Re-Design will host seminars on
A brand promise includes delivering on spent critiquing our service delivery from
customer service for various hotels, con-
the authentic, real and perceived charac- the prior week.As general manager,I want
ference centers, resorts, restaurants, ban-
teristics of your business - the one-of-a to hear from the team about our perform-
quet facilities, attractions, museums and
kind characteristics that make it distinc- ance and execution over the past week.
theaters. These customized seminars will
tive. A brand promise communicated in a How can we improve? What did we do
be offered in Connecticut, Delaware,
marketing and public relations message right? What needs to be fixed?”
Maryland, Metropolitan New York, New
that is later delivered to clients and cus-
Jersey, Pennsylvania, Virginia, West
Virginia,and Washington,DC,and can run
from four hours to two days.
“Customerservice-it’snotjusta
department, it’s an attitude,”
notedCohn,whohasworkedfor
over 25 years in the hospitality
industry. “Forthosewhoarefeel-
ing stuck or overwhelmed, our
Service Re-Design Seminars can
help their company to refocus,
realign and redesign its connec-
tiontotheircustomers.”
After all, he added, when a com-
pany consistently provides great
customerservice,theirclientswill
not feel the need to look else-
where. “Inturn,theywillbecome
yourbestformofadvertising.”
Susan Adelizzi-Schmidt is President of Suasion
Communications Group/Smith O’Keefe, an award-
winning, full-service communications agency provid-
ing a complete range of communications services,
including: brand strategy, public relations, marketing,
creative design,e-marketing and web design as well as
consulting services and professional development.
84 November a79 December 2009
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