Historic Southern Indiana

Building The Story: Foundations of Interpretation
Abe Martin Lodge
Brown County State Park
Nashville, Indiana

Hospitality Habits
by Leslie Townsend

1. Make a good first impression.

Make the most of the first six seconds.
Start with the right attitude and ask yourself, "How can I be of help to the customer?"
Greet customers promptly within one minute of their arrival.
Smile sincerely, not with a false, pasted smile.
Act naturally, but professionally. Avoid being a "robot".
Be courteous and friendly.
Maintain eye contact, You will come across as confidant, honest, and knowledgeable.
Smile with your voice. The tone of your voice of how you say something makes more of an impression than the words you use.
Put customers at ease and establish rapport with them.
Always try to look your best; be well groomed.

2. Know your job.

Know the full name and correct spelling of your employer's business.
Know the correct address, telephone number, location and directions to finding the business.
Know what products and services you have available.
Know all the systems, procedures and policies of the business.
Be able to use all the equipment properly.
Know the guest/customer relations policies and practices.

3. Know your community.

Know how to get around the community and how to give correct and easy-to-follow directions to other places.
Be able to describe the main attractions in your community.
Keep informed of main events, specials and seasonal activities, when they occur and who to contact.
Be able to use the visitor information resources.
Know about other businesses in the community, what they offer and their locations.

4. Communicate clearly.

Listen to clues as to what the customer wants.
Recognize the customer's feelings and concerns.
Ask questions. Find out what the customers are really looking for. Continue asking questions until you are sure of the wants and needs.
Answer the customer's questions or concerns, providing clear information, explanations, and/or directions. Avoid using slang or technical terms that might be confusing; take action to meet the customer's needs.
Be reliable. Do what you say you're going to do. Do it when you say you're going to do it. Do it right the first time.
Ask the customer if all the questions were answered clearly and completely.

5. Handle problems effectively.

Listen carefully to the customer in order to identify the problem.
Use common sense to identify possible solutions.
If you can't solve the problem, connect the customer with someone who can; give the customer his or her name, title, and phone number. When possible, introduce the customer personally.
Be responsive show concern for the customer's problem and act quickly.
Work cooperatively with others to solve the customer's problems.
Go the extra mile. Deliver more than you promised to make sure the customer has been completely satisfied.

6. Make a good lasting impression.

Ask how everything was.
Ask if the customer was taken care of and if they received everything they need.
Make them feel good about their choice to do business with you.
Thank them for coming and invite them to come back.

8600 University Boulevard - Evansville, IN 47712-3596 - 812/464-8600