Authenticity and service go hand in hand… Encore

On a recent trip to Chang Mai, I was overwhelmed by the genuine inner beauty and authenticity of the staff at the Le Meridien, Chang Mai. Each staff member greeted us with the traditional Thai greeting known as the ‘wai.’ (The wai exhibits respect through the action of pressing the palms together, holding them close the face, and slightly bowing.) As the staff attended to our needs throughout the evening, I felt a warm and fuzzy feeling in my limbic system, one that left me feeling sedated and relaxed.

As I started I ponder the service at Chan Mai, I went outside of the hotel and realized it wasn’t just the respective greeting that caught my attention. It was so much more! That special something was most apparent in the staff’s eyes. It was the genuine desire to serve the person in front of them, and that comes from within and being authentic.

The Thai people take social status very seriously, and it is performed through a form of respect.  They treat each person as if they are the only one that matters. At first I thought this was just the Thai way, but as the days passed, I found this not be true. Even though they are lovely people, I did not see the same passion as the hotel staff with the wait staff at different restaurants I visited. Again, it had to do with the eyes and being. This was the difference: they had been trained to give the hotel guests the best experience possible. You can be trained to do just about anything, but authenticity can only come from the individual. That’s not something that can be taught in any school or training program!

I met and chatted with Greg Anderson, the General Manager,Le Meridien and he explained to me that they teach their staff the required standards of the business and then encourage them to let their personalities shine. This is what I saw throughout my stay.

Realistically, when you’re in the business of people, some days can leave you feeling a bit jaded. That’s why it is imperative to be at 100% every single day when you come to work. Patrons will notice whether or not you’re going out of your way to give them a positive experience, and how you treat them can either adversely or positively affect your business.

Imagine that every person that comes into your store or restaurant has a sign around their neck saying, “Make me feel special!” All it takes to give a customer a personal experience is the little things that we can easily forget in the chaos of everyday life. Two of our core values as humans are significance and certainty: We just want to know we are the most important person on the planet.

 Takeaways to put into action:

1. Find ways to make the customer feel special; go over and above what is required.

2. Beauty comes from within; work on your inner beauty consistently.

3.  Work on your knowledge. When a customer asks you a question, they must have the confidence that you can deliver.

4. When you are on the sales floor, you are on stage. Perform like an award-winning actor!

5. Your greeting must be genuine. Remember: It’s all in the eyes.

6. Always talk in solutions, not problems.

7. Come from a place of wanting to serve; be authentic. 

Use these tools and techniques daily  to give the customer the best possible experience. What if you used these principles in every day life when you interacted not only with customers, but with colleagues, friends and family? Wouldn’t your everyday reality be something special?

What are your thoughts what is authenticity to you? Write a comment or question below.

Article written by penny Votzourakis photographs supplied byLe Meridien Chang Mai.

For more information go to http://www.lemeridienchiangmai.com.