在现代买方市场条件下,服务消费的新时代已经来临,顾客的消费品位越来越高,影响顾客消费情绪和消费欲望的因素也越来越多,服务作为一种竞争手段,已进入深层次阶段,进入了必须征服顾客心灵的阶段。要使服务让顾客满意,商家就必须善于“钻”进顾客“心”里,花精力、下功夫去了解研究消费者的需求,从顾客的利益出发,针对他们的需求进行服务,引导消费,创造商机。据报道,在杭州市某宾馆,如 Under the modern buyer’s market conditions, a new era of service consumption has come. Consumers’ tastes are getting higher and higher. There are also more and more factors influencing consumer emotions and consumer desires. As a competitive measure, services have entered a deeper level. At this stage, we entered the stage where we must conquer the minds of our customers. To make the service satisfy the customer, the merchant must be good at “drilling” into the customer “heart”, spend energy, make efforts to understand the needs of the research consumer, proceed from the customer’s interests, and serve their needs. Guide consumption and create business opportunities. According to reports, a hotel in Hangzhou, such as