Blogger Shep Hyken tells a story on his blog about an experience that someone shared with him. The story took place at a Ritz Carlton hotel, where a waiter accidentally spilled hot food on a guest when he was serving him dinner at a banquet. After making sure the guest was not hurt, the waiter promptly took the guest’s suit coat and promised to have it returned to him before the end of the evening. Twenty minutes later, the waiter returned to the table, clean suit coat in hand, and again offered his apologies. Stunned at the unbelievable service, the guest had all but forgotten that he had had hot food spilled on him. What the guest didn’t know was that the Ritz Carlton had an onsite dry-cleaner that was able to dry clean the clothing immediately. What the waiter didn’t know was that the guest was in the middle of picking a venue for BOTH of his daughters’ upcoming weddings. You can guess the end of the story: The guest chose the Ritz Carlton to host the receptions and the waiter, while recovering from a mistake, made an impression that actually improved the customer’s image of his hotel chain.
The “art of recovery” is something that every business should be talking about. What is the “art of recovery?” It’s quite simple: It’s understanding that HOW we respond to a problem is as important as the problem itself. Our response is an opportunity to strengthen a relationship and re-commit to a certain level of service. It’s the part of our business that allows our character to shine through.
While we are a world full of technology, we are also a world built on relationships and people. In a business like ours, we rely on our product (our PEOPLE) to meet and exceed our customers’ expectations every single day. But people make mistakes and sometimes things happen that we have very little control over; and here is where our REAL work begins. Anyone that runs or manages a business understands that perfect isn’t possible, so we must plan on how to handle the unexpected.
As a company that prides itself on building relationships and providing staffing to employers all over Southeastern Wisconsin, we are given opportunities every day to better understand our clients’ needs and to coach our associates to make the best possible decisions. We are given opportunities to respond to feedback, through conversations with our employees, clients and through survey responses. In the coming weeks, we will be surveying many of our active clients again and asking them to be honest and allow us to show our character and commitment. We are able to benchmark ourselves against other world class organizations and ask ourselves, as well as our clients, “How can we do better today?” We ask that you give us that chance.
The art of recovery is really about building relationships through problem solving. We know our business isn’t perfect, and we would guess that yours isn’t either. However, as we walk the journey together and make adjustments when necessary, we are certain that our consultative business model will result in increased satisfaction and a successful staffing experience.
An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum is proud of our commitment to providing human capital solutions to our clients, while assisting our associates in meeting their career objectives and delivering staffing services where we can create and grow value. As your strategic partner, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!