E63: Exceptional Doing & Inspired Action with Bart Berkey

What differentiates luxury service from ordinary service is that it’s not transactional – it’s relationship-driven. But how do you communicate in a real, authentic manner that grabs on to the hearts and souls of your customers? With 32 years of experience in hospitality, Bart Berkey, former Ritz-Carlton Global Executive, shares some best practices in exceptional customer experience. Bart is the author of Most People Don't (and Why You Should) where he shares inspiring ideas about exceptional doing, going above and beyond, and sharing kindness. Here are some power takeaways from today’s conversation: How Bart got into the hospitality world What led him to write his book Customer service –  should there be one? How to create exceptional experiences for customers Best practices in the world of human interaction Feeling worthy about giving and receiving Episode Highlights: Customer Service - Should There Be One? Luxury hotels are built on the premise of customer service – not just any transactional customer service, but authentic, exceptional experience.  For instance, a lot of sales people representing hotels will talk about square footage or about their 43-inch television screen. But these are only table stakes that poor customer service can trample down easily. At the end of the day, it’s all about the stories that people tell about your company. As a business, it’s important to cultivate a culture of exceptional customer experience as you’re building and growing your brand. But how do you do that? Luxury service is all about going above and beyond. Do what most people don’t – and that’s anticipating their unexpected, and often, unpronounced needs. It doesn't need to cost you a lot of money. It’s as simple as getting the door for someone or delighting your customer with the little things like extra towels, free-flowing coffee, or whatever that looks like for your business. These are things you can do simply by listening and observing. And the key to making that happen is to hire the right people who have that propensity to deliver amazing, exceptional service. Best Practices in the World of Human Interaction When interacting with customers, keep your eyes and ears open. Ask questions and understand what their needs are and what problems you can solve for them. Make customer (and employee) experiences unique and memorable, and also make them fun and interactive. Be authentic and let your passion fuel your actions. When having conversations with your employees, you want to see and feel that you're affecting them. Remember their birthdays, celebrate for no reason, show your gratitude, and recognize the little things they do. Doing what most people don't is what makes all the difference. Resources Mentioned: www.bartaberkey.com Most People Don't (and Why You Should)