Many businesses have a clear ambition for their guest experience. The real test comes on a busy Saturday, when new team members are on shift and the leader is managing several demands at once.
That is when the ambition needs to work in practice.
In an ongoing Service Design project, we are working on that connection: translating business goals into specific behaviours in everyday guest interactions.
What does a team member need to do to help a guest feel confident, find their way and discover something that adds to their visit?
And what does the leader need to do to make those behaviours happen, shift after shift?
At School of Service, we turn those questions into short training sessions, clear shift preparation and coaching during daily operations. We test and refine the approach together with the people who use it.
For senior leaders, this raises an important question: how do we create the conditions for a consistent guest experience when staffing, experience and pace vary?
This is where I see Service Design contributing to business development.
Making strategy practical enough to carry through, all the way to the guest.
/ Oscar