THE WORDS WE CHOOSE CAN BUILD OR DISSOLVE TRUST.
Even the littlest word choices can show we’re being the real deal when we make promises to our guests. Be a trust builder.
Accountability is hard. Blame is easy. One builds trust. The other destroys it. Heartists are trust-builders.
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Empathise
Seek TO SOLVE
Think CREATIVELY
Instead of ‘No’
Instead of ‘oh, that’s too bad’ Try, ‘I’m sorry, I can imagine that would be disappointing. I totally understand why you’d like this sorted out quickly.’
Instead of ‘I don’t know the answer’ Try, ‘Would you be comfortable to leave this with me for a moment so I can try to find an answer?’
Try, ‘While we might not be able to provide you exactly what you’re after, I’d love to offer you an alternative that makes you happy.’
HEARTIST BY ACCOR | 57
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