When was the last time you praised a complete stranger?
With the Rugby World Cup here this year ‘hospitality’ in its various forms is a big topic. Regardless of the year, ‘hospitality’ is a major employer and contributor to the NZ economy.
As owners of a wine and ‘hospitality’ business ourselves we take a special interest.
The NZ ‘way’ is not to make a fuss and this also means that compared to many other cultures we are less likely to ‘complain’ – at least directly to the person or business you aren’t happy about (we will of course tell as many other people as we can).
This was the topic of what I believe was a very disappointing NZ Herald editorial recently that encouraged NZ’ers to ‘get out there and really complain about bad service’.
What a negative way to lift our nation’s hospitality and retail experiences.
I have travelled a lot and can say with hand on heart that the general level of service in the retail and hospitality sectors in NZ is very good. Our people are for the most part genuine Kiwis who want to help and serve. Of course there will be some exceptions as there are in any industry.
If a knife is the wrong way around on the table or a package is wrapped a bit carelessly I couldn’t really care less. Especially if the person looking after me is friendly, helpful and interested in me and my guests!
By all means this year complain the NZ Herald way, but please do it constructively and do it in a timely fashion. Give the shop / dining establishment the opportunity to fix a problem before you leave!
OR YOU COULD TAKE THE CHIEF BOTTLE WASHER’S CHALLENGE!
When you receive GREAT service, let the person you received it from know! BETTER STILL also take a few minutes to contact the company / boss / manager and PASS ON THE GOOD FEEDBACK!
That will make that service person feel great and encourage them to do more of the same. It will also encourage their colleagues and that can feed through into a business, and eventually even an industry! It will make YOU feel good too!
Amazingly, ‘praising’ is more effective yet no more time consuming than complaining / criticising!
Oh, and make sure you tell as many people about the GREAT EXPERIENCE as you would about the poor one.
This is how NZ will build and deliver a great experience for us Kiwis and our visitors!
We will know we are world leaders when our companies need a ‘compliments department’.
I would love to hear about the most awesome shopping / dining experience you have ever had and why !
PS – that’s not me in the photo – my kids ‘borrowed’ my camera!
