Creating Emotional Connections
Satisfied versus Engaged
Satisfied = shallow, transactional connection
Engaged = deeper, trusting connection
Return = advocacy, loyalty, grace
"Nomatterhowbeautifula buildingmightbe,itneverhas heart or soul untilwe animate it with ouremployeeswho bring it to life distinctlyas a ritzcarlton."
- Herve Humler, President and COO
5 STEPS TO CONNECT:
STREAMLINE THE EXPERIENCE
CREATE DEFINING MOMENTS
UNDERSTAND SERVICE PSYCHOLOGY
ENGAGE THE SENSES
FOCUS ON THE DETAILS
STREAMLINE THE EXPERIENCE
IT ALL STARTS ON DAY #1.
FIRST IMPRESSIONS MATTER!
Are YOU PREPARED FOR THE DAY?
ARE YOU WELCOMING?
ARE YOU EMBODYING THE BRAND AND CULTURE?
ARE YOU CULTIVATING AN ENVIROMENT THAT INSPIRES?
ARE YOU CREATING TEAM SPIRIT?
CREATE DEFINING MOMENTS
GETTING TO KNOW YOUR ASSOCIATES MORE COMPLETELY.
HOW DO YOU REALLY SEE YOUR ASSOCIATE?
WHAT'S IMPORTANT OR INSPIRING TO THEM?
WHAT DRIVES THEM TO BE AT THEIR BEST?
WHICH OF THEIR MOMENTS CAN YOU CELEBRATE?
WHAT DO THEY LOVE ABOUT BEING A PART OF SOFG?
CREATE DEFINING MOMENTS (CONT.)
TAKE A FEW MINUTES TO THINK ABOUT EACH PERSON YOUR TEAM. NOW, TAKE A FEW MINUTES TO NOTE SOMETHING PERSONAL ABOUT EACH OF THEM.
WHAT AH-HA MOMENT DID YOU HAVE THINKING ABOUT EACH MEMBER OF THE TEAM?
WHAT WILL YOU DO DIFFERENTLY WITH YOU TEAM GOING FORWARD?
WHAT IMPACT DO YOU HAVE ON THE ASSOCIATES YOU KNOW ON A DEEPER LEVEL VS. THE ONES THAT YOU ONLY KNOW THEIR NAME?
HOW CAN KNOWING YOUR ASSOCIATES ON A PERSONAL LEVEL ALLOW YOU TO CREATE DEFINING MOMENTS?
UNDERSTAND SERVICE PSYCHOLOGY
JUST AS WE WORK TO CREATE A SERVICE ENVIROMENT FOR OUR GUESTS, WE ALSO NEED TO EMBRACE A SERVICE PSYCHOLOGY WITH OUR ASSOCIATES.
OUR ASSOCIATES TRUSTED US ENOUGH TO JOIN OUR TEAM. WE NEED TO OWN THE PROCESS THAT’S TRANSFORMS A COMPLETE STRANGER INTO A MEMBER OF OUR FAMILY.
WE NEED TO DO THE RIGHT THING. WE CAN'T COMPROMISE ON OUR PRINCIPLES WHEN LEADING OUR TEAMS.
ENGAGE THE SENSES
WE ENGAGE THE SENSES FOR OUR GUEST; WHAT DOES SHE SEE, WHAT DOES SHE HEAR, WHAT DOES SHE SMELL, HOW DOES SHE FEEL?
WHAT DO THEY SEE WHEN THEY COME TO WORK?
WHAT DO THEY HEAR? IS IT POSITIVE OR NEGATIVE?
HOW DO THEY FEEL? IS IT POSITIVE OR NEGATIVE?
DO YOU TRULY KNOW HOW THEIR SENSES ARE ENGAGED, ARE YOU HAVING REGULAR TOUCH BASES WITH YOUR TEAM?
FOCUS ON THE DETAILS
HOW ARE YOU LISTENING?
PRETEND LISTENING: PHYSICALLY PRESENT, MENTALLY ABSENT
SELECTIVE LISTENING: HEARING WHAT YOU WANT TO HEAR
ACTIVE LISTENING: TURNING YOUR HEAD, HEART AND HANDS TO SOMEONE
EMPATHETIC LISTENING: CONSIDERING SOMEONE ELSE'S CIRCUMSTANCES
FOCUS ON THE DETAILS
ARE YOU TRULY LISTENING?
STOP TASKING
GIVE UNDIVIDED ATTENTION
MIND YOUR LANGUAGE
AVOID INTERRUPTING ASK QUESTIONS
TREAT EACH SITUATION AS IMPORTANT
STAY IN THE MOMENT