Cheers for Amazing Customer Service

Service that delights is the only thing that counts today-everything else is window dressing.” – Unknown

Did you know that having twenty-four hour room service and a concierge is all you need to call yourself a “luxury hotel”? Seems like that would be the bare minimum, doesn’t it?

According to Price Waterhouse Coopers global hospitality and leisure analyst, Bjorn Hanson, you still get the best service from a bed-and-breakfast. “The owner lives on word of mouth and can’t afford an unhappy guest,” says Hanson. Amen.

It’s because B&B owners take initiative to put the little “something extra”, something that no one asks them to do – the service that surprises and delights a customer.

The good news is that anyone can up the service of any business simply by taking the initiative to look for ways to surprise the customer. The following stories are personal examples of just such service and are intended to give you ideas that you might use to wow your clients

When we couldnt couldn’t decide between two tractors , the salesman hauled hem both to “test drive” so we could choose.

Our phone rang on a Monday night past eleven. A couple driving through had underestimated the drive time to Bozeman having stopped off during the day for sightseeing. He took a chance and rang us up from the highway exit. Groggy but awake, but of course, directions given and Dan even drove the 1 1 /2 miles to the end of the road to “light the night” for them. Choice of a cold beer and hot coffee awaited !

Definitely gave new meaning to going the extra mile. But I so enjoy doing it, because it delights and I’m always plum amazed when I’m the recipient as well.. I find if I can be the customer ; put myself in their place and live the life of the guest and experience what they do And it doesn’t have to be extreme . Service that delights is in the simple acts of random kindness.

Dan’s always amazed how just after meeting folks whether as guests here or even at the gas station, I start engaging them in conversation and it most always ends out to be a great encounter. It’s probably part of the “innkeeper’s manifesto”… be interested, not interesting. And especially during the holiday season when we’re at social gatherings and fumpfering around for the right thing to say. Try these seven icebreakers instead of the the “nice weather we’re having”:

• Ask for an opinion. People love to give them. “What do you think of the (restaurant/spinach dip)?”
• “How do you know the host?”
• “Have you traveled anywhere recently?”
• “What are you working on?”
• “What are you doing for the holidays?”
• If you’re traveling in a different city, bring up the local headlines, sports teams, or attractions. Or talk about your last bad travel experience — everyone can relate.
• And, finally, you can talk about the weather, but just make it more personal. Instead of saying, “Isn’t it cold out?” say, “I can’t stand this cold weather because I grew up in Florida — how about you?”

Cheers!