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Doing your best and a bit more..

This is a pleasant and a welcome week while we are attending Prof. Robert (Bob) Johnston’s Service Management. Having spent a bit of time managing luxury hotels, I wondered what all and how much I will be able to take from this module.


Prof. Johnston (a senior hotelier himself) has put together one of the most interesting modules using more than 30 different models in which managers can reflect upon, assess and improve service standards in their organisations. Prof. Johnston shared his amazing life experiences and peppered the week with some fantastic humour.

His passion for the subject is an inspiration. And he gives his best to the class. The seemingly endless supply of chocolates that strategically start flying around the classroom like UFO’s whenever the afternoon begins to take its toll on our attention span keeps us well engaged.

Excellent service is a consequence of a few simple decisions and initiatives that managers can take.

· Articulate and communicate the service standards and service aspirations to employees – Remove ambiguity.
· Connect with your employees. Customer delight and profitability is incidental to your employee satisfaction and motivation.
· Empower (through adequate training and behavioural change) employees to solve issues right there and then. Immediate disposal of issues saves enormous time and money.
· Benchmark yourself against the best – AND ACHIEVE IT.
· Manage customer expectations and match those expectations.
· Treat your customer as you would treat your family member.


Do a bit more!! That’s what delights the customer.

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