The answer is always yes…
Top tier establishments are one of the few industries where this principle is deeply ingrained: “The answer is yes…now what’s your question?”
This attitude is like a magical potion that creates an enchanting experience. For the guest, it’s like stepping into a world where everything is possible.
The Boca Raton president and CEO, Hostettler, explains:
“Here, if a guest wants breakfast in the restaurant even after its official closure, we don’t just shrug and say, ‘Sorry, we’re closed.’ Instead, we’ll set up a special corner or arrange breakfast at another location on the property and have a dedicated server to address your requirements.”
While it may not always be possible to say yes, the key is to never say no without providing an alternative pathway to a yes.
This approach can help elevate your customer service to new heights.