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Creating an Experience

July 12, 2018 By The Culture Craftsman Leave a comment


When working on either routine items or a very special request, my goal is to always focus on the experience at hand, to make it the best experience possible, go the extra mile, spend the extra minute, and most importantly, CARE. You never know how—and who—you will positively affect with even the smallest effort.
While in Louisville for a charity event a little over a month ago, I was in the midst of an amazing trip, enjoying food, spirit, and the hospitality in a beautiful city. I found myself asking what in fact makes an experience just that: an experience. Whether good, bad, a life-changing or a small change, for me, it is about a lasting impact.
On the second to last day of my trip, what started out as a small inconvenience led to what ranks as a top customer service experience in my life.
The concierge at our hotel was, upon first impression, willing to help with any reasonable request possible. In that industry, that is their goal – to accommodate the guests on property, right? I simply asked for a sewing kit, but she recognized the opportunity to help me, to go the extra mile, and brought the idea of customer service to an exceptional level.
My request, which was a minor dress short repair (a bit annoying, but certainly nothing earth-shattering), turned in to her contacting the tailor on site to promptly resolve the issue. This was nothing…“short”… of amazing. The willingness to not only offer and be willing to help, but utilize her resources to limit the impact for me did not go unnoticed. All of this, at no cost what so ever. Zero. I was faced with a scenario in which I wanted to pay; I wanted to provide a monetary reward for what I felt warranted this action at the very least. I, of course, left a tip, as she declined any charge for the tailor’s time.
When I think about a customer service experience, the following questions are part of my process:

  • Is there an opportunity to take an extra step for this customer?
  • How would I like this to be resolved if I were in their shoes?
  • What is possible with the available resources?
  • How is this experience going to affect all involved, especially the customer?

I will forever be grateful to this hotel staff and appreciate the impact they made. In addition to providing outstanding customer service, the concierge was really building the framework for me to become a loyal lifelong customer for that location. She was simply honoring a request from the many hundreds of guests on site but was able to focus on my need at that time and make it a priority. In this scenario, a small button repair has led me to be a lifelong customer.
The value in all this? The experience. Always take the opportunity to create an authentic and outstanding interaction with your customers. If you have the option, why not make it the best damn experience possible?
 



In his very first REMAN U, the Culture Craftsman shares his experience on what makes, well, an experience. Is your business built on transactions – or are you taking your customer interactions beyond? Comment below or connect with Aaron directly.

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