I believe that etiquette is about polishing your approach, not changing who you are. “Etiquette is not about being ‘stuffy’ and ‘proper’. It is about presenting yourself to others in the best possible way, treating people with courtesy, respect and friendliness.”
When I was 12 years old, I knew I wanted to work in the customer service industry.
Growing up, my family spent time on a guest ranch in Jackson Hole, Wyoming each summer. I fell in love with the whole experience and could often be found trailing along behind the staff, helping with evening turn down service, brushing the horses, even taking messages for fellow guests on the ranch telephone.
In my 30 plus years of experience, my commitment to customer service has not wavered. Much of my expertise in the field has come from personal experience, both positive and the more difficult.
For instance, my first day on the job as a front desk clerk at a hotel, we were oversold by 35 rooms. I checked in a man and a woman who were supposed to have had adjoining rooms; as frequent guests, it was their standing reservation. This night, they weren’t available, and to say they were not happy is an understatement. From then on, I made sure they were booked into the right rooms whenever they stayed with us. On my last evening at this job, I told them both how much I had enjoyed getting to know them and wished them well. Later, they stopped by the front desk to give me a bottle of champagne. Some 28 years later, I still have their card of congratulations.
What if you and your team could consistently turn around situations like that?
I have learned that providing customers with good service does not have to cost anything extra, and is something people can learn to do.
So much of it is in the words we use, our body language and facial expression, our willingness to do what needs to be done, and perhaps most importantly, our ability to listen. Customers are both internal and external to a company, and positive, open communication with co-workers and colleagues is vital in order to set the appropriate tone and deliver a successful customer service experience.
And not surprisingly, excellent customer experiences are the backbone of any thriving business. Helping business owners like you create excellent customer experiences is my specialty.
I look forward to connecting with you.
Professional Training & Certification:
2004 Certified in Business Etiquette & Protocol from The Protocol School of Washington
Bachelor of Arts Degree in Communication Arts, Pacific Lutheran University, Tacoma, WA
2013 Trauma Intervention Program (TIP) Training
2015 Community Emergency Response Team (CERT) Training Certification
2015 Public Information Officer, Basic Level Training Certification
2018 Community Emergency Response Team (CERT) Program Manager Certification
2018 Community Emergency Response Team (CERT) Train-the-Trainer Certification
Leadership Clark County, Class of 2018