I was recently asked to define celebrity service. Donna Cutting is writing a book on Celebrity Service. Hmm, what makes me feel like a celebrity ?
Outside of immaculate cleanliness, perfumed tissues, and beverages offered at no extra charge for the full extent of my stay, what are we really talking about here?
I think it gets down to a definition I included in my last post: gracious …
I have been to upscale establishments where the staff are aware that they are supposed to be providing 5-star service to me, but I don’t quite look like the 5-star customer, so they provide a reluctant, snobbish version of the service. They are meeting all the minimum requirements, but not with the enthusiasm they would for, say, a rock star.
What a shame. I found myself surprised this weekend. I was at a rock concert this past weekend that happened to offer table service. We had a table for two next to a group of 3 girls and a guy. I overheard the ladies talking about how the guy might be able to get them backstage passes, and I didn’t really think anything of it. Imagine my surprise when the show started and he was on stage, playing the bass!
Our server may well have known who he was, but we had no idea. Cheers to our server, who provided excellent service to both tables. Also — remember that all so-called ‘important’ people do NOT go around with neon signs on their foreheads, whether the people that are important to you are rock stars, CEOs or journalists.
Elements of celebrity service ( in my opinion)
- Eagerness to please
- The customer is always, always, right
- Extra touches: in packaging, purchasing assistance, follow-up
- Listening vs. telling: giving your customer the floor and following through with their requests
Of course you walk a fine line: especially if you are a consultant, like myself. You need to be able to listen to a client and be able to tell them if they are steering themselves wrong. That’s not easy, but it can be done tactfully. Or should I say, gracefully?
Check out the book: The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service