18 | BEHAVIORAL EXERCISE
WILD CARD
What are five ways that you can provide “intuitive, thoughtful anticipatory service” to the guest in your department?
ANSWER Being anticipatory means being one step ahead of the guest and thinking for them, providing them with a piece of information or a service they did not have a chance to ask for. For example, if the guest asks where they can buy allergy medication, provide the answer along with directions, hours of operation or possibly transportation. Can you think of some examples where you provided anticipatory service?
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