The theme of our book is that we can delight increasingly sophisticated and demanding guests by giving them superior service. Our challenge is to create such a wonderful experience for guests that, even as they are leaving, they are already deciding to return in the near future and bring their friends. Delighting guests by providing them with excellent service creates guest loyalty and builds repeat business. When we promise super service, and deliver on that promise, our guests depend on us for more of the same. Credibility Credibility is making certain that our actions are believable.
Credibility is also related to keeping our word.
When we were young, we depended on our parents. Early in our lives, our mothers taught us the fundamentals of service by meeting our every need. In turn, our mothers, our wives, and our children have given us countless opportunities to serve them in kind and patient ways and attempt to exceed their expectations. Our families have had a tremendous impact on shaping our philosophy of guest-driven service, and for that, we thank them. Leaders depend on their families and on members of their organization.