​Providing Customer Service During Times of Uncertainty

The current state of global affairs has surely raised concerns within our economy and where our businesses could be heading. These uncertain times are as challenging as it gets, particularly in the Leisure and Global Attractions industry, including the Amusement and Family Entertainment segments. Locations and properties have, and will continue refining operating procedures to accommodate safety mandates, which in turn will boost consumer confidence. Despite all those safety changes, it’s just as important to ensure excellent customer service be maintained, or perhaps improved, as it is even more necessary in today's environment.

But how do we ensure great customer service during such times of hardship and uncertainty?

Demonstrate sincere compassion by expressing empathy and concern for your Guests, illustrating that you genuinely care about them and their families. Without our Guests we have no business. Now more than ever, during these times, your Guests must be provided with service in a more sensitive approach. Recognizing your Guest needs help before they ask for assistance can demonstrate to them that you are engaged in their experience.

What are some ways to show compassion?

Some easy examples to put into practice include:

Listen Intently ~ Don’t Judge ~ Be Accepting ~ Seek Solutions ~ Be Humble ~ Apologize When Necessary ~ Spread Kindness ~ Show Respect ~ Say Thank You

Encourage your team to be considerate of your Guests feelings and challenge everyone to place themselves in the Guests shoes to provide additional perspective. Understand that they too could be going through tough times. Visiting your establishment may be a well needed escape from reality, if even for just a little bit of time for Guests and their family. Treating your Guest from a Human perspective rather than see them as a customer spending money at your complex will pay dividends for your business. The more appreciated your Guests feel, the more likely they will return and spread that good word of mouth to their friends and families!

During this crisis, it is now more important than ever to be sincere, honest, and compassionate when interacting with your Guests. In the end, it's just the right thing to do.