Mystery Shoppers

Featured Article July '09

How Much Does a Smile Cost?

A smile may cost nothing, but we are able to put a price on it. The best customer service is always accompanied by a smile and it is good customer service which keeps customers coming back time and time again.

In our last issue we explored the merits of Hospitality Assured, a scheme which helps hospitality businesses create a good service culture. Now the National Skills Academy has launched its ‘Smiles of Britain’ campaign aimed at improving customer service in the hospitality trade. Recognising that “excellent service starts with a great welcoming smile” the NSA are running a competition to find the top 20 smiles in hospitality. These smiles will be collated into a montage representing the best of British customer service and one person will be selected as Britain’s Smile Ambassador 2010.

This back to basics approach highlights the importance of friendliness and approachability in providing a pleasant customer experience. Good customer service in the hospitality industry is a must if businesses are to prosper and the simplicity of a smile can provide the building blocks for achieving this.

I, for one, am all for more smiling. After all, a smile costs nothing and rumour has it, it results in fewer wrinkles than frowning.

 

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