0: Imagine earth you walking to shop you look at all those products, шус clouds all of your sun, he, sells, персон, воркс, апп ту you what is the most likely question the going to ask you.
1: Can i help you now how man, if you dont like that question?
2: And thats what i c in rooms all around the world my name is and i train, and это string эйтин эйти фор i know i star look, amazing it экшели 100 this my great grand father and i come from.
3: Long line of hospitality, пипл and инфакт н. Е. And then i group in the north to the hotel скул энд the school, i then to the салт оф франс энд ай бикейм, н систент Сомали.
4: And to start when i step in to see тут return something hit me i did know then, but i was crazy about персонас сервис энд they has дривинг ми the rest of my life, i can back to балджин ай ту.
5: Return of my перенс энд ту гет вот, my brother, ви гру ИНН ту биг Керин компании n by the turn of the sentry ай риалайз ай донт а my job and why not на cause the service was персонай энимор ай вонт ту ту гоу.
6: To the pro service so we saw the company and i went to england i did my brain and i iv Ван оф the most high level who tells ИНН england, and i quickly learn something that.
7: Have applied in my school for a very long time and a difference сервис энд хоспиталити мени, организейшен эраунд зе ворлд с service and hospitality из экзакли, зе сейм бат, итс ноу итс комппер, эплс энд перс вот из ит.
8: Whats not that difficult сервис is your technical knowledge? Амин корми, хау ту фикс, кар surgeon, ноу экзакли хау ту опере за из very specific to every single индустрии.
9: Speciality is completely different its all about emotions, and this is universal, and thats what i teach my болер стьюн энд нау, you probably think вау вот as this have to do with me im not более, он i dont.
10: Wanna be become Баллар ввёл зеерс лот оф симилярить, виз ю организейшен, энд боларс ю Вил Эгри виз ми the line, ex's оф релейшн шипс энд э кастом, релейшеншип, экзист оф ту партс, frequency and.
11: Фрикен симинс хау мэни таймс ду you see your кастемер Ван оо уик Ван с mount once every five years де duration из how long is a interaction when you meet someone is a five minutes и.
12: Из a day the higher the frequency, the higher дедюлей н. The more intense the relationship, and this is экзакли. Вот хэппенс битвин с. And family, for example, имён более 100.
13: For a family and he work for mr john smith and the Баллер вид сей мистер смит ю кар хэз Райф мистер smith you coffee has been серф энд ол оф the sudden мистер смит сез you know what коми, джон хи коз?
14: Line between friendly and family was that mean we can address кастеме бай the first name абсолютли, not but that line is called professionally и and the closer you get the more danger, it becomes нау.
15: The thing is that we аст a number of questions to six thousand customers and so we want to hundred fifty компании we said can we интервью форти оф е. Кастомерс энд ви аст оо a few questions and the first question was вот элемент.
16: Is that give you that wore фаззи филинг оф хоспиталити вот do you fine really important when you work with companies and services this оо резолт зе ферст Ван с of course френдли, а the second one is инфраструктур.
17: One is personal проч. And this means for example using the name of the guest using the name of the customer, and if you look at ли and gentlemen this list, шоуз ю, the majority из human emotions and.
18: Second place your infrastructure текнолоджи из Новер ту би син.
19: And you know what this list минс из well, this is the list from art of my speech this means оо кастомер, до нот, кер, Ван бит, эбаут ю and your organization, кастомер из мост, рашн, emotional бин, он the planet because.
20: Think about it we dont buy house we by family моментс брайд из not buying a dress she is buying a memory that dont care about you what now we know that we can do something about бикоз зе секон квестчен в с six Таузен.
21: People was what is now the минимум эффект you expect for companies to do in to welcome you, and once again all of this resource Кейм бэк ту эмоушенс, соу иф ю аск ми вот из сервис it comes down.
22: To having сенсир интерест ин е кастомер файнд зе стори behind the store when they say to you its too expensive the story behind your give in example u пробли ноу. Вот зис ис райт ко.
23: Если.
24: Энд хи хи, синкс, о, my god is right.
25: Супермаркет джентльмен сервис
26: Супермаркет джентльмен, сервис энд хи хи синкс о my god is right.
27: И light it absolutely right, you know going to do in over two hundred по супермаркет вигго, чей the name of you and by the first one and.
28: He kept his word, he and marketing department one to work, they use the store with the product and sells Ван из фри, хандред процентсс, джаст бай файлинг the story behind the store but what can we now?
29: From those балерс хау ду ви трейн, а с wow the first thing i can show you three things for you the singing из this, this is the typical граф ю си фру компанис интерс оф кастомер сервис the week.
30: This way, the money is not good day to воск, сами to cast service, if you me right and да, но вот the problem is the problem is this gap.
31: Customer deserve that same level of сервис common a monday, or they come on wednesday so, how are going to fix it what is the elements that will make sure that you gave консистент, сервис, it's мост, перфу элемент.
32: In customer experience, but is the hardest one to perform итс колд дисциплин.
33: Like i said in nineteen ninety two i work in a to start mission ресторан n i work for what we call a traditional шеф the means the race the фойс н. И. One from object you and twenty thirteen.
34: When i open the i have one question and i was how do i train the с in the world and very simple, to train с. In the world i need to have the most.
35: School дисциплин с in the world the problem was.
36: When i open the school i have one question and i was how do i train the с in the world and very simple to train с. In the world i need to have the most дисциплин с in the world the problem was.
37: Twenty thirteen ит. Вознт найти it to i could shout i deflect там so how do i get the most дисциплин с in the world if i can not be little bit стрикт.
38: Wow i know it's элишей бат ит стартс энвенс виз ми иф айм файв слейт зей кэн би файв минутс лейт иф ай донт тай май тай зей донт хэв ту тай тай энд хау ви ду и дду и in the bowl скул.
39: Single morning, we have something, which we hold the line up present we check the Ротар.
40: Ace line after five days we got the first мерика зей олвейс шоп, он тайм Лукин, пекаб, дей твенти Ван зе секонд мерика ит биком позитив хэбит эн зе синк из that we see that дисциплин самтаймс дроп.
41: Inn organization that the same write in in at six by i bought the best компьютер made the коммодор сиксти фор стру стил дон хэвэн апдейт ту зис эвридей райт and i bought the computer.
42: I ll н.
43: Reservation have to be confirmed by letter for the younger people, in the room a letter is piece of paper. Can you like now we sometimes. Ну и
44: А something like this you on put you so the first thing we к from балерс из дисциплин зе секонд Ван из персонализ пипл вонт ту би тридит персонала зе.
45: Organisation this. It puts биг born on year лоджистикс, вот you can do is сегмент её персоналией. Энд бринг ми ту the power of the rose. Вон там was guy who had.
46: Table very nicely and every single table here перед about three table go there and every single time, кастом камин энд the staff, they would the quest.
47: Do you know, а have you been before and then there no its first time that the food service the new?
48: This is a first time customer, maybe, they don't know толетта, мейби зей донт ноу the special, and thats how we can сегмент её персонализиновую ви ду ит the as well.
49: The fer to you can learn from балерс из the most powerful one it's, но андестен ю can change your whole organization with this one and, of course its the heart of communication, and we all know the language экзист офф to parts the.
50: And the нонер и q question do you think before you speak?
51: Может.
52: The top баттерс ин зе ворлд о not the ones with the biggest eye, фо дител зе нот, the most флексибл ванс зей, донт, олвейс, хэв ю ноу зе бест, характеристикс, зе ванс, зе бест комьюникейт, ИНН ИНН эмейзинг, Вэй хау.
53: We make sure that are better think before they speak, and we have a very simple system we have for expressions in the school that can not be used during all of those weeks of butter тренинг энд then they can't юзет зей Вил бикам хо.
54: In a second because they will think about alternative a gonna put, those for on the screen, and in the break трай ту ой, this, for if you can keep it up and five minutes a very impress her the first one, this is the second.
55: The third one is an expression, you us hundred times day, and you dont even notice the one and the last one is my абсолют faith no problem this can not be just in the более скул.
56: No, thank you, blur, and i ask you the question can i have a coffee. And you use this what would you say you say? Офкорс сели абсолютли хау ю тейк и coffee, and emily you become?
57: More hospital by changing your language and v v v and the school due за wow, we try to void ворс зей гив рон эмоушен лайк, а said its all connected two emotions фор экзампл.
58: Price. We use value the cost is investment э контракт из an agreement э прома из a challenge and he сигнечер из э конформен ин the school for both and hospitality, ви невер, эвер сайн контрактс, ви конформ agreements and.
59: I who speaks like that whole people who get резолт фру лэнгвич соу проблеми, а train to repeat, the language and not to create it so if you want to be more hospital.
60: Organization стар creating the language.
61: In conclusion it means экшли зет сервис is something you do for someone хоспиталити из how, you make someone feel, and that remind me of the story the story of mountain хелена.
62: Sein хелен эрот, энди этис найтин эйти ту би экзект энд оф зе ропшин, её lan кейп воз фул ваше it look like the moon нейчер воз дэд плэнс вер дэд сам.
63: Very special happens in the энвайрмент раунд маунт, сен хеленс зево гоферс энд зис гоферс та to bring the soil ап ту зе топ миксин ит виз шес фо.
64: Five years леттерс саинтис куд нот блин, the eyes other ad просент оф нейчер хэд риковер зоуз гоу форс нью иф зей криэйтед райд энвайрмент нейчер.
65: This прайв плэнс виз blossom, the leaders of tomorrow no this is well when the leaders of tomorrow криэйт hospitable энвайрмент пипл Вил прайв организейшен Вил.
66: Its time to books to put смайлс бэк in to hospitality сенкью.
67: Таких.