What mindset is encouraged for handling customer service at Hillstone?

The encouraged mindset for handling customer service at Hillstone is an empathetic and solution-oriented approach. This means that team members are expected to focus on understanding and addressing the needs and feelings of customers. By fostering empathy, employees can connect with guests on a personal level, acknowledging their concerns and responding to them in a way that demonstrates genuine care and attention.

Being solution-oriented helps staff to actively seek out ways to resolve problems and create positive experiences for customers. This approach not only enhances customer satisfaction but also builds loyalty, as guests are more likely to return to a restaurant where their needs are met with understanding and thoughtfulness. An empathetic and solution-oriented mindset creates an inviting and welcoming atmosphere, essential for building long-lasting relationships with customers.

Options that suggest a competitive and profit-driven mindset can lead to focusing solely on sales rather than customer experience, which may negatively impact service quality. Similarly, an astructural and hierarchical attitude can hinder proactive communication and create barriers between staff and guests. Lastly, rigid and rule-based thinking can limit flexibility, preventing employees from adapting to unique situations that may arise in a dynamic service environment, thus detracting from the goal of exceptional service.