White Glove Service in 4 Steps

When service is “white glove,” it implies that the service being provided is being provided by professionals who look, act, and talk the part of a customer service professional. I also associate white glove service with class, grace, and politeness as well. To provide white glove service, you need to make sure that:

  1. Employees are well dressed. Looking the part is important if you’re concerned with white glove services. While actual white gloves are more metaphorical in today’s time than they were 70 or 80 years ago, looking clean and tidy is necessary.
  2. Employees speak properly. If employees are walking around screaming or cursing, that’s obviously going to distract customers and lead them to form negative impressions of your company. It’s also important that your employees can use proper grammar and know how to articulate whatever needs to be said.
  3. Employees are empowered to do what’s necessary. People who provide white glove service don’t often say “I’m sorry, but we can’t do that.” If you want the level of service you provide to be truly exceptional, it’s important that the employees you’re trusting to provide that type of service are both allowed and to encouraged make decisions about what’s best in a certain situation. If the employees are restricted by a huge number of rules, policies, or procedures (that they don’t have the power to excuse themselves from in certain situations), the customer service experience will suffer.
  4. The environment is respectable. If you have the best employees in the world, but a dirty store, office, hotel, restaurant, etc., it’s going to defeat purpose. Make sure the physical environment in which you’re providing service is clean, tasteful, and conducive to whatever you’re trying to do (e. g. couches taking up space in the middle of a store don’t make much sense).

This is obviously not an exhaustive list, but I think it’s a good start. What are your suggestions for providing white glove service?