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ARTICLESMotivation & Momentum


Recently I visited the service station to get a full service for my car, as it had to be cleared for passing and renewal of registration. On mentioning this to the attendants they did a thorough job of checking the chassis for possible faults or leaks. They also did an excellent job while washing and cleaning the car. In short they took extra care to ensure things were fine. Having gone the extra mile it would only have been appropriate to show a token of my appreciation for their work. It should have stopped there but to my surprise one of them came and asked for my bill and money to make the payment on my behalf. That was going further than the extra mile.

Good service at a restaurant; Assistance at service stations; Taxi drivers; Hotels; Home delivery service; Valet parking; Helpers in many rail stations or airports are a few situations where one tends to reward. One can think of many similar situations and places where service needs to be rewarded.


It is a normal practice in any industry or in any part of the world to show your appreciation in the form of a small reward for good services rendered. One cannot beat the practice. While this might be a gesture extended to a few or select category of frontline staff they play a vital role and are essential in customer comfort. Considering the logistics and economics for such activities, it makes sound sense to reward such services. Even if companies have it as an added service to make the guest feel special, it warrants a reward.

This brings an important question on customer service.


While they compliment one another excellent service should normally precede appreciation. Often we see it as mandatory to reward. Even if service is only mediocre it has become a norm to give and accept tips.

For the customer he is embarrassed and considered tightfisted for not tipping. The staff, being so used to the practice takes it for granted and is surprised if not rewarded.


While you cannot train customers on tipping formalities and requirements, you definitely can train staff to extend service in a manner that deserves a reward.

Rick on a business trip checked into a hotel. His baggage was promptly delivered to his room and on offering a reward the bellboy thanked and made a quick exit. Rick's main concern was the room temperature. He spent a good 10 minutes tinkering with the temperature controls and figuring out the various facilities in the room.

During his next visit he checked into a different hotel. His baggage was brought up promptly. Additionally the staff quickly briefed him of the facilities in the room and asked if there was anything else he could help with. Being paranoid about room temperature the staff showed and adjusted it for him. He exited with a small reward and left requesting Rick to call if there was anything at all he needed. Rick without wasting time started to unpack and get going with his business.


Training staff to do the extra bit benefits all. You have a satisfied customer for he is well looked after, an organization that portrays good image and service, which means further business and a staff who gets voluntarily rewarded for rendering good service.

The contrary spells loss to all.

Train those staff, who we normally consider doing little or insignificant duties, in extending that extra service, for they play a vital role in customer comfort and business development.

Make the service worthy of a reward.



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