Wow, what a way to make a customer feel special. I have just been on my DREAM ski holiday to Heavenly Valley, Lake Tahoe, USA, where I truly experienced “heaven” – powder snow, sunshine and gorgeous views.
Maybe part of the success of the holiday was due to the fact that every time I walked into the hotel, Aston Lakeland Village Inn, a gentleman called Scott raced out with flair from behind reception to grab my skis off me, put them away and then he offered to help me take off those heavy ski boots. Wow, now that was service! Not only that, every time I went in and out past reception, he had something to chat about and engage me. When I think about it, he really made me feel at home in this accommodation. Nothing was too much trouble. What he did was not his brief. He just did it for love of his job. His reception would be the reason I would go back to that hotel again and again. He made me feel valued, he made me feel special and I will never forget that.
SO, WHAT ARE YOU DOING TO MAKE SURE YOUR CLIENTS FEEL VALUED AND SPECIAL? IT WILL MAKE ALL THE DIFFERENCE TO WHETHER THEY COME BACK TO YOU FOR REPEAT BUSINESS OR NOT. PLEASE MAKE YOUR INTERACTIONS WITH THEM MEMORABLE IN A GOOD WAY LIKE SCOTT.
United Airlines, however, did everything but make me feel special. When I got to San Francisco, they announced they had cancelled my plane to Reno due to bad weather. We were asked over the loudspeaker to go to United customer service. I looked to that area in despair. The queue was enormous, I had just come off a 13 hour flight overnight and I had to stand in that queue. I pushed forward to see if international passengers had priority. I was told “No ma’am, international passengers do not have priority. Go to the back of the line. We give priority to VIP customers, Mile High customers, then Gold and Silver and Premier members and then Families with Children.” ( I was already feeling like an inferior citizen!). I was none of those because I was on an economy ticket. Trust me, I had no idea of these STATUS differences before I travelled.
My preferred airline in Australia, Virgin, have never made me feel like that. In fact, Virgin wrote to me recently to tell me I had been such a loyal customer, they wanted to give me Silver status for FREE out of the blue.That means you can check in at Priority Seating and you get free 23 kgs of luggage every time you book plus you can sample their VIP lounge for free. What a pleasant surprise that was! Virgin really do know how to treat customers.
To add insult to injury, United made me wait 9 hours for the next flight after a 13 hour international flight with no guarantee the flight would fly anyway. It did fly but when I got to Reno the skis were missing. Oh boy, the joys of travel. Last time I travelled to Vail with United , they lost our luggage too. I must have a short memory!
So whether you only deal with people on the phone or face to face, WHAT ARE YOU DOING TO MAKE SURE YOUR CLIENTS FEEL VALUED AND SPECIAL? IT WILL MAKE ALL THE DIFFERENCE TO WHETHER THEY COME BACK TO YOU FOR REPEAT BUSINESS OR NOT. PLEASE MAKE YOUR INTERACTIONS WITH THEM MEMORABLE IN A GOOD WAY LIKE SCOTT.
i WOULD LOVE YOU TO LET ME KNOW WHAT YOU DO TO MAKE YOUR CLIENTS FEEL SPECIAL. I will collate it into my next book and give you credit.