Hospitality Industry

Customer Service and the Bottom Line

December 7, 2015 | by Nicole Bailey

As we prepare for a new year and our annual Customer Service Awards Program, we visit the question that most business owners are faced with. How important is good customer service to the bottom line? We believe that it is integral to strong sales and growth. Consider that according to the American Society for Quality, “9 percent of customers will leave because they are lured away by the competition; 14 percent will leave because of dissatisfaction with the product; and a whopping 67 percent will leave because of the attitude of one person in your organization.” The statistics tell us that one customer service experience, if it is a negative one, can cost dearly.

Conversely, positive customer service ratings can pave the way for higher profits. According to the Center for Hospitality Research, higher review scores allow hotels to charge up to 11.2% more while maintaining occupancy rates. Again, clear cut evidence in the value of a positive customer service experience.

Our goal is to have positive customer experiences across the board in Seaside. With a unified customer service philosophy among all businesses, visitors will not only speak highly of the town itself, translating into repeat visits, but individual businesses can reap the benefits of these positive experiences, which as evidenced above, include retaining customer loyalty and charging higher rates. So how do we go about obtaining that cohesive service experience among an entire community? We do it with community. Seaside is unique from many travel destinations in its spirit of cooperation and union. At the Visitors Bureau, we have witnessed this time and again in our marketing efforts for the city of Seaside, as it has allowed us to work closely with local businesses. We have seen that the people here not only see the value in working together, they also enjoy it.

Our efforts to help our community form a cohesive service experience for the Seaside visitor will be concentrated in offering relevant and easily available education to Seaside businesses. With that in mind, we will supply a list of educational and growth opportunities in our quarterly industry newsletter. This list gives easy, affordable options for training staff to observe a uniform and effective customer service strategy. Likewise, every quarter, that same newsletter will include factual information about the impact of good customer service in the tourism industry and on our local tourism businesses specifically. And as we mentioned above, our annual Customer Service Awards Program will continue to evolve and grow, assisting local businesses in training and motivating their staff to make good customer service their priority by offering incentives to do so.
If you want to see examples of resources for customer service training, sign up to receive our Quarterly Hospitality Newsletter here.

Leave a Reply

and so much more!

Life in the Fast Lane

Riding bikes in Seaside in 1897.

Learn More
A Seaside Jewel

Library in Seaside is a popular jewel for small community

Learn More
Biking the N. Coast Mountain Range

Opportunities endless when hopping on two wheels to navigate Seaside area

Learn More
Playland: Amusements in the 1930s

Recognize this classic Seaside landmark? For just over sixty years, countless kids and adults have come to the Oregon Coast to get...

Learn More
Views of Tillamook Rock Lighthouse are well within your reach thanks to the adventure of the Tillamook Head Trail just south of Seaside.
How to Get Epic Tillamook Rock Lighthouse Views

Your quest to see Tillamook Rock begins on the south side of Seaside at the end of Sunset Boulevard.

Learn More
Seaside is Dressing Up for the Holidays

Seaside, Oregon preparations for the holiday season

Learn More
A Tradition of Tea

Seaside has a 26 year tradition it loves to share with visitors. Those in town for the holiday season are invited to step back in ...

Learn More
Seaside Inside for Kids

Seaside is known for a variety of outdoor activities to enjoy during most of the year and it’s not uncommon to have a 60-plu...

Learn More
Northwest Travel Magazine: Best Eats on Oregon’s North Coast

Article on Best Eats on Oregon's North Coast

Learn More
Beach Blanket Bingo

Going back to the early 1960s, we look at beach culture.

Learn More
“World’s Largest”

A quick recap of Seaside

Learn More
Bird is the Word

Birding opportunites abound in Seaside and the surrounding area.

Learn More
The Pacific Pier

A look at the old Pacific Pier in Seaside, Oregon

Learn More
Seaside Promenade

I walked along the Prom last weekend on a beautifully bright and sunny day and found myself surrounded by walkers, runners, people on all sorts of wheels, strollers, couples holding hands, and dogs of all sizes leading their people around. I also heard all sorts of accents and languages-and saw plenty of cameras.

Learn More
Top Things to Do With Teens

Traveling with too-cool-for-school teens? I feel you. I have two teenagers myself. But be assured, you’ll find plenty of totally...

Learn More
Gayway Park in the early 1960s

GAyway Park in the 1960s was a major family attraction in Seaside, Oregon

Learn More
Postcards from the Past

Ancient postcards from Seaside's distant past

Learn More
Episode Six: Phillips Candies

Take a walk down memory lane and discover one of Seaside's oldest establishments: the famous Phillips Candies on Broadway.

Learn More