Aug 23 in Hospitality Hacks ✨
Unofficial SWAS audit: FAIL 👎
Location: Airport MAC store
Sad to share, this retail store missed out on the opportunity to have a raving fan and added revenue by failing the SWAS audit, each of all basic touch points of service were missed in this interaction.
Luxury hotels, call this a “moment of truth.”
There were 3 employees working in the small store.
Only one lady being beautified in the make up chair by one employee, another employee chatting with them. The third aimlessly wandering the store.
No eye contact. No smile. No welcoming greeting.
I assertively approached the two mid-makeover and asked if it were possible to be next in line for make over.
The lady standing next to the make up chair looked up like I was bothering her and said well you have to purchase at least $120 of products and rolled her eyes.
I browsed the aisles unknown to them I could use a restock on some of my make up supplies and am a MAC repeat customer.
No price tags on any products, no genuine care or attempt to be of service, sadly no smiles.
On a positive note, the slightest adjustments could enhance the guest experience and naturally drive a boost to their bottom line.
Questions for the room:
When you receive a less than excellent service experience how do you respond?
Always be kind…Give them another chance or stick to your values of excellence and choose to find loyalty with another brand?
Is it the environment? (Ex/ Airport retail versus Luxury Shopping Center)
Is it the people in the position not caring or possibly not trained on service?
Is it another variable not suggested above?
What do you think?
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Unofficial SWAS audit: FAIL 👎
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