In the previous blog posts, you've been looking at the employee experience. If you buy into the whole concept of the Service Profit Chain, it makes perfect sense that creating a great employee experience will help you create the best possible guest experience.
Then, let’s explore another element of the employee experience.
At the basic level, people have a need to feel safe. Only when you feel safe can you do your best work. If you feel anxiety in some form, your system directs your resources toward coping with whatever you feel as a threat. At a deep level, you try to answer the question: fight, flight or freeze? Obviously , none of these modes are conducive to producing great customer experience.
When you dissect great customer experiences, most of them are the result of one of your team members deciding to do something different in a given situation. The guest’s situation does not fit the script and there's a need for an improvised...