I recently worked for the top managers at the Marriot’s Renaissance Grand Hotel in St. Louis, Missouri.  It was a total honor…. and a blast.

We talked about customer service, and how the ultimate goal would to make such an amazing experience for each guest that it would be a story;   a story so compelling they would tell their work mates and friends about.

My point was If You Make It Fun, They Will Do It.   Meaning, that if we as leaders are able to make behavior (such as customer service) fun, our team will be more likely to do it.   For example, it it seems fun to leave cookies in a guests room with a note, then more guests will get cookies.  (And more guests will have a personal and fabulous guest experience.)

They already do a great job creating fun — in order to create excellence.  For example, when I checked I was personally invited to name the fish in the jar on the counter.  It was fun.  It was wacky, and because of the way I was invited to name it…. it was a great story.

You’re doing great:   Candy bars in the kitchen, fish on the registration counter, and cookies in the rooms.     But my question is:  what ELSE can they do to ramp up the fun — and the customer service at their hotel?

Check out the video and the bribe I offered:

Hey Renaissance folks!  Leave a comment below and I’ll send you a gift!   Nope, not a pony or a Ford Explorer.  But it’s cool.  And it’s my treat.

Looking for a funny customer service  speaker for your event? Contact me here.

Cheers,

Brad Montgomery
Funny Customer Service Speaker, Motivational Speaker.  Fan of Well-Named Fish.

Mobile Post: Posted on-the-go by Brad Montgomery from his iPhone.

For those of you who would prefer to read (and blow off the video, here ya go:

Hey Renaissance Hotel, it’s Brad Montgomery from Brad Montgomery.com.  Thank you so much.  Here’s the promise follow up video blog.  All right, so today one of the things we talked about it the fun theory which remember the way that works is if we make it fun they’ll do it.  So, one of the things you want to do is make sure that your teams are leading awesome customer service and the way to make sure they do that is to make it fun.  So, I want to know what are you doing to make awesome customer service fun.

Now remember, customer service that’s good is not enough.  Right now it has to be great and what makes it great is if it’s worthy of a story.  If something so amazing happens that they take that experience and go tell their friends, their peers, their whatever.  So, two questions:  what are you going to do differently based on our time together?  How are you going to make sure it’s fun because if it’s fun we know your team will follow and then how is that the story?

Can you create some sort of system and my favorite idea is Mark’s idea or I don’t know whose idea this was but as a team you guys made it awesome.  Mark in Events is going to invite the Beanie Planners to ride that cool vacuum, right and then he’s going to take pictures.  He’s going to figure out a way to frame it and he’s going to sign it with one of those ink pens and send it to him as a memento and trust me that will be something they save.  It’ll be fun, it’ll be an experience for them and I think it’s going to be fun enough for Mark and his team that they’ll do it.  Right, because if it was boring they won’t do it and I’m not positive but I think the leadership there might follow up with some sort of token reward for Mark to let him know that they appreciate it.

So, I love the name Fish Contest, thanks Stephanie, and I love the vacuum thing.  I want to know what you’re going to do so I’m bribing you.  Leave a comment below or I don’t know where the comments are – find the comment somewhere.  Find the comment box, leave a comment, tell us what you’re going to do differently, what you have done differently and we’ll send you something.  Brad Montgomery.  Thank you so much; really glad to be there.

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