In an article in the Las Vegas Review Journal, Jennifer Robison quotes Scott Voeller, vice president of marketing and advertising at Mandalay Bay:
"Eventually, we always come out of these (recessions). Companies like ours that really focus on customer service as a key component during these times are usually big winners in the long run. As things come back, people remember how they were treated. If guests had a great experience, the opportunity to turn them into loyalists is so much greater."
Scott is so right. Tough times means less workers and sometimes less pay for the ones who are left. But, it can't mean less customer service.
Think about yourself. Are you more likely to give your hard earned dollars to a place that treated you like royalty or a place that basically ignored you or treated you badly?
Yes, we are all looking for deals. We need to. But, we are still humans and we want our money to go to those people who are grateful and who treat us as if we are important.
I do know that there are days that as a worker you might fell downhearted. Days when being upbeat and proactive seems like too much. But, remember these customers are the direct link to your pay check. If they stop coming, so will your salary.
Practice gratitude with each customer you encounter. Treat them as if your work depended on them. Because it does.
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