Unreasonable Hospitality PDF

Unreasonable Hospitality Let’s be Unreasonable, Let’s be Relentless Albin Tanyao Uy, Cleiver Gazme Workshop Agenda: Elevating Customer Interactions with Unreasonable Hospitality Unreasonable Hospitality Concept: Reflect Before Replyin...

Unreasonable Hospitality Let’s be Unreasonable, Let’s be Relentless Albin Tanyao Uy, Cleiver Gazme Workshop Agenda: Elevating Customer Interactions with Unreasonable Hospitality Unreasonable Hospitality Concept: Reflect Before Replying: Key Exploring the Magic of Unreasonable Self-Questions Hospitality Tone of Voice Transformation: Reply Templates: Insights from Past The Art of Engaging Communication Experiences Interactive Session: Looking Ahead: Strategic Role-Play Workshop Activity: Bringing Ideas to Scenarios Life Optimizing Strategy: 3A Framework Meets SWOT Analysis  What are we doing? We will be reviewing the concept of Unreasonable Hospitality. Why are we doing it? We want to transform the Summary current expectation of service we are providing into an experience. What is our ultimate goal? We aim to work hand in hand as a support team to increase our metrics like CSAT. Transforming Customer Interactions The Power of Unreasonable Hospitality Will Guidara  Cultivating an Excellence Mindset What’s it about? Key Principles: An Excellence Mindset is about striving for 1. Being Present: Fully engaging continuous improvement and creating exceptional experiences for customers. This mindset with customers. transforms ordinary interactions into extraordinary 2. Taking the Work Seriously, Not moments. Yourself: Balancing professionalism with approachability. Practical Application: 3. Creating Individualized Experiences: Tailoring Whether it's a small gesture like remembering a interactions to make customers customer's name or going the extra mile to exceed their expectations, these principles can be feel special. integrated into daily interactions to foster loyalty and satisfaction.  Core Traits of Unreasonable Empathetic → Deeply Personal Clear & Direct → Proactively Encouraging → Personally Thorough Invested Standard: Motivating users Standard: Providing Standard: Motivating users to stay engaged straightforward solutions to stay engaged Unreasonable: Unreasonable: Anticipating Unreasonable: Becoming their personal follow-up questions and Becoming their personal champion and celebration potential future challenges champion and celebration partner partner Core Traits of Unreasonable Problem-solving → Experience Creation Standard: Providing actionable steps Unreasonable: Transforming problems into opportunities for delight 💬 Give us your first impressions! 🧐 Ready for some examples?  Before: Clear & Direct "I've reset your password. You can now log in with the new credentials." After: "I've reset your password and tested it myself to ensure it Proactively works perfectly. I've also noticed you use both the mobile and web app, so here's how to Thorough update it on both platforms. Plus, I've added a note about our password manager integration to prevent future login issues."  Before: Keep crushing your fitness goals!" Encouraging→ After: "I've made a note to check in Personally next week after your big race. Can't wait to hear about your achievement! In the meantime, Invested I've added an additional month to your subscription as a good luck gift."  Before: "Here's how to sync your device..." Problem-solving After: "While I help you sync your → Experience device, I noticed you're training for strength. I've taken the liberty of adding our body Creation scan/nutrition guide – it's premium content, & I believe it'll really help with your goals."  Review customer history before responding Look for patterns in usage Anticipate and preferences Think three steps ahead of the immediate issue Transform standard solutions into memorable Implementing the 3 A experiences Framework as a Core Amplify Add unexpected personal touches Strategy Connect solutions to customer's specific goals Take personal ownership of customer success Follow up proactively Advocate Create moments of delight even in challenging situations Key Questions for Self-Assessment Before sending any response, ask: Have I made this interaction uniquely personal to this customer? Consider: Unreasonable What unstated needs can I Hospitality isn't about grand address? gestures – it's about consistently How can I transform this going one step beyond what's from a transaction into an expected in a way that feels experience? personally meaningful to each What "unreasonable" extra customer. step would make this memorable? Breather Practice to Proficiency  What should be the Unreasonable Scenario 1: approach? Refund Request "Hi Katie, I completely understand how unexpected charges can be frustrating. I've personally expedited your refund, so it should reach you "Hi Katie, I hope this message within the next 3-5 business days. finds you well. I've processed your refund as requested. In the meantime, if you decide to Please allow a few days for it give us another chance, we would to reflect on your statement." be more than happy to welcome you with a free month to your subscription as a thank you for your patience and loyalty. Please let me know if there's anything else I can do for you!"  Empathy: Acknowledges the inconvenience and frustration caused by unexpected charges. Personalization: Highlights the personal effort Key made to expedite the refund. Differences: Incentive: Offers a special incentive (free month) to encourage the customer to stay. Support: Reiterates the commitment to assist the customer further if needed.  What should be the unreasonable Scenario 2: approach? Billing Inquiry “Hi Amanda, "Hi Amanda, Thank you for Thank you so much for your prompt getting back to me so response! I've double-checked quickly. everything, and your refund is already on its way. Your refund was processed, As a token of our appreciation for and you should see it in your being such a valued member of our community, we’d love to offer you account soon." our exclusive nutritional guide for free if you decide to give us another chance.”  Empathy: Understanding and acknowledging the customer's situation. Appreciation: Expressing gratitude for the Key customer. Differences: Invitation: Offering a special incentive to return. Support: Reinforcing availability for future needs.  Scenario 3: What should be the unreasonable Subscription approach? Management "Hi Tanjiunieka, I understand you didn’t intend to continue with the subscription. I've processed your "Hi Tanjiunieka, No worries, cancellation and issued a full refund. let me refund this for you. To show our appreciation, I’ve added a Your subscription has been special offer for you—a free month of canceled." service should you decide to rejoin us. We're always here to support you and would love to welcome you back anytime!"  Acknowledgment: Acknowledges the customer's situation more empathetically. Personalization: Uses a personal touch with Key phrases like "show our appreciation" and "would love to welcome you back." Differences: Invitation: Clearly invites the customer to return, emphasizing ongoing support.  What should be the unreasonable Scenario 4: approach? Technical Issues "Hi Kay, I'm Enrique, and I completely understand how disruptive tech issues can be. I have gone ahead and checked for any common issues that "Hi Kay, I'm Enrique, and I might be causing this problem. Could will be glad to assist you you try restarting the app now? with this issue. Please If it still doesn't work, I'm here to restart the app and let us personally guide you through the know if it still doesn't work." troubleshooting steps and make sure we get this resolved as quickly as possible. Thank you for your patience, and don't hesitate to reach out if you need further assistance."  Personalization:Uses Personalization: Addresses the customer’s the customer's name and concerns directly empathetic and personally. language. EmotionalIntelligence: Intelligence:Recognizes Acknowledges the Key Emotional the customer’s inconvenience intent and adds acaused. positive touch. Differences: ProactiveProblem-Solving: Proactive Problem-Solving:Encourages Offers continued future support andby engagement guidance offeringthrough the a free month. troubleshooting steps.time. Overview of Strengths, Weaknesses, Opportunities, and Threats (SWOTS) of our new Tone of Voice (ToV) S W O T Strengths Weaknesses Opportunities Threats Empathetic, Inconsistent application Differentiate brand with Competitors emulating compassionate across organization memorable experience the approach customer interactions Ensuring deep mindset Deepen customer trust Risk of appearing Welcoming, inclusive shift, not just superficial and loyalty gimmicky or insincere environment Balancing hospitality Attract top talent aligned Resistance to change Proactive service to with business with philosophy from traditional model exceed expectations boundaries Set new industry Maintaining standards Empower employees for Scaling personalized, standards for as company grows "unreasonable" delights high-touch approach customer-centricity Breather  3A framework of Advocacy Measurement Anticipation Assessment Amplification Evaluation Advocacy Measurement [ ] Did they review [ ] Did they take personal customer history before [ ] How was the standard ownership? responding? solution enhanced? [ ] Was follow-up [ ] Were unstated needs [ ] What unexpected planned and identified and elements were added? communicated? addressed? [ ] Was the solution [ ] Did they advocate for [ ] Was future prevention personalized to the the customer internally? considered? customer's goals? [ ] How did they [ ] Did they spot [ ] Did they create a demonstrate personal opportunities for memorable moment? investment? proactive support?  💬 Questions & Feedback Time 🧐 What would be some of the challenges with this idea?  Feedback Challenges Roadblocks Pro’s What would you prefer?