Moments Of Magic

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Information about Moments Of Magic

Published on January 14, 2009

Author: bhavna123

Source: slideshare.net

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..

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!!!

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.

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..

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…

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……

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?

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

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

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

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