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!

The Tale of the Driftwood Forts

As driftwood forts become more rare along the Oregon Coast, the memories hold strong.

Learn More
Seaside OR: Beachside Weddings

The North Oregon Coast is home, and Seaside is an ideal wedding destination! Seaside has incredible scenery, diverse and amazing vendors, and is within close proximity to the Portland airport for those out of town guests.

Learn More
A Little Kid on a Big Beach

At the beach, the world feels wild and young again. This photo of an anonymous 3 year-old boy in the early 1940s is an iconic portrayal of Seaside’s treasured experience.

Learn More
Seaside Watercraft Adventures
Seaside Watercraft Adventures

Seaside watercraft adventures await visitors of all skill levels. With two rivers and multiple access points, anyone can enjoy the...

Learn More
Summer in Seaside can offer as much variety as our local candy stores.
How to Have an Epic North Coast Summer

A summer spent in Seaside is like a good clam chowder — fresh, flavorful and filling.

Learn More
Chasing Waterfalls

Waterfalls around Seaside, Oregon.

Learn More
The Big Storm

The Oregon Climate Service calls it the Great Coastal Gale of 2007, but here in Seaside we just call it The Big Storm.

Learn More
Watching Nature Run its Course in Seaside

Wonderful natural beauty in Seaside,

Learn More
The Seaside Estuary makes an ideal spot to go bird watching along the Oregon Coast.
Where to Go Birding in Seaside

Seaside may be a small town, but it’s a big destination for birds, and as a result, birdwatchers hitting nearby spots on the Ore...

Learn More
Episode Three: the Seaside Aquarium

Take the audio walking tour of Seaside

Learn More
“Fascinated” on Broadway

Fascination has been a staple in Seaside, Oregon since the 1950s.

Learn More
Enjoying the Breaks in Weather

Seaside and Oregon Coast offer unique setting for the rising and setting of the sun.

Learn More
Seaside’s History is an Honored Guest in Its Present

There are many local landmarks that celebrate the rich history of Seaside, a town that has been enjoyed as a popular beach getaway...

Learn More
View from the North Prom

Beautiful view from Seaside's north promenade.

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
Hiking Saddle Mountain is one of our four favorite hikes around Seaside.
4 Favorite Hikes Around Town

The sheer variety of trails in and around Seasie Oregon means you have plenty of hiking options, from kid-friendly strolls on the Prom to more strenuous climbs with stunning views.

Learn More
Northwest Travel Magazine: The Fresh Side of Seaside, Oregon

Feature story on Seaside Oregon, highlighting top attractions in Seaside OR

Learn More
Fruits of Your Labor

Picking blackberries on the Oregon Coast, local coastal berries

Learn More