Ice cold water to quench your thirst?

Recently, as I walked over a bridge on a beautiful day in Las Vegas, I was deluged by many down on their luck people begging for money. About half way across the bridge there was one dirty, down on his luck entrepreneur. He was different. He had an ice chest filled with small bottles of water. With a big smile on his face he asked if I wanted some nice, ice-cold water to quench my thirst. I have become so conditioned in Vegas to say, "No", to those approaching me on the street that I passed him by.

As I got to the end of the bridge, I could not stop thinking about him. He was in a sea of beggars. He was polite and personable. He wore a big smile on his face. He identified and reminded me of a need I had and he was there to fix things for me. While others on the bridge were all the same, expecting a hand out, he established a different identity and provided a much needed service. Yes, all of this went through my mind at the end of the bridge. Sometimes it is not easy being me!

I decided to go back and give him my business not so much because I was thirsty, although it was Vegas in the middle of a hot afternoon, but because this entrepreneur earned my business and I respected him for stepping up and standing out. I bought a bottle from him and gave him a tip To my surprise he thanked me for my business and wished me a good day. I almost fell over!!!

Yes, these are fundamentals (courtesy, politeness, etc.) but I have to tell you how few establishments I do business with greet me with a smile, anticipate and fill my needs, thank me and wish me well on the conclusion of our business. In the above exchange, the missing fundamentals were: an invitation to come back when I became parched again and a suggestion to send my friends to him, thereby expanding his market share through referral business.

I believe and teach that if you simply perform the basics really well you will blow your guests away (not to mention your competition). Why? Because so few come close to covering the basics. When the basics of what I call Guest Service Magic are executed well, your guests will be amazed.

If you have not reviewed your basic standards of excellence with all members on your team within the last six months, it is time to "Go Back To The Basics"! There is no point in continually building if your base is not solid. Reestablish your base and then build from there.

To solidify your base through re-mastering the basics, I offer you several Guest Service Development programs:

http://pscompetitiveedge.com/guru.html

http://pscompetitiveedge.com/guestmagic.htm

http://pscompetitiveedge.com/star.html

As long as you remain open to new possibilities, even when those "new" possibilities involve a difficult reevaluation of your core values and basic services, you will continue to grow and prosper. I would love to help you reestablish your "basics".

Call me so we can discuss your new possibilities.

Until next time, continue to strive for excellence!

Peter Scott - Your Competitive Edge