According to Dr. Bryan K.
Williams, “Follow-up is an art form. Some people have it down to a
science. In many ways, one of the biggest differences between good, great, and
engaging service is the quality of the follow-up.” He goes on to note later in his blog article
that, “The ultimate goal is to follow up until you are confident the guest is
happy with the resolution. If you do
that, success is sure to follow.” The
full blog version of the “Guest Problem Resolution 101: Power of the Follow-Up”
article can be found here.
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Dr.
Williams is a consultant, trainer, and author, who focuses on the areas of
service excellence and organizational effectiveness. He has spoken at numerous AHCA/NCAL events,
and his passion is to serve others so they may better serve the world.
Here is a link where you can see some of Dr. Williams’ book
recommendations on
service, leadership and personal development.
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