THE 10 ZONES OF SERVICE LEADERSHIP
AHI is focused on promoting excellence in the hospitality industry by encouraging hospitality practitioners to adopt the 10Z Model. The 10Z Model promotes experiential customer service interactions, instead of transactional interactions. The model recommends an emotive response when dealing with customers’ problems, rather than a cerebral response.
The 10Z Model was created by Jeffrey O, the renowned hospitality leader, customer service coach, and CEO. Writing about service leadership and heuristics, Jeffrey O’s model identifies 10 core areas as the zones in which a hospitality practitioner must operate in order to demonstrate service leadership.
- Humility Zone
- Compassion Zone
- Stamina Zone
- Consistency Zone
- Accountability Zone
- Recognition Zone
- Intuition Zone
- Creativity Zone
- Urgency Zone
- Active Listening Zone
The Julian Star award is founded on the 10Z Model. In addition to the 10Z Model, AHI also encourages hospitality companies and leaders to adopt the BITTER Model (also developed by Jeffrey O) to help improve customer service outcomes.
According to Jeffrey O, “Exceptional customer service is the art of making the impossible possible. A great hospitalitarian is a magician, a comedian, and a therapist, all rolled into one.”
THE BITTER MODEL
The Bitter truth about how leaders should promote customer satisfaction in their organizations
The BITTER model focuses on six critical actions that hospitality leaders should implement to promote a positive customer service culture within the enterprise.
BENCHMARK customer satisfaction. Set departmental customer service goals.
INCENT your teams using positive feedback, recognition programs, and a visualization of what success looks like.
TRAIN your staff on customer service best practices. Use role play, team activities, games, and behavior modeling.
TRANSLATE your customer service goals into a simple language that your team can understand. Define the objective, the strategy, and help each team member gain an answer to the question: “what is in it for me?”
EMPOWER your team to take ownership of problems, and to resolve problems creatively, compassionately, and timely.
REINFORCE accountability using customer feedback, performance reviews, checklists, coaching, mentoring, and counseling.