I recently heard a story of good customer service that translates in to every type of business.
My mother travels a lot with her job and earlier this week she made what should have been a two hour drive up to Harrogate, only the drive ended up much longer due to congestion on the roads.
She eventually rolled up to the hotel at 10.30pm and was greeted at the front desk by the receptionist who asked her if she had had a pleasant journey….
“It was hideous” replied my mother.
To which the receptionist said “Well in that case can I get you a drink madam?”.
He promptly sent for a gin and tonic with plenty of ice and before she had even completed checking in my mother had a complimentary G&T in her hand and a smile on her face.
That small gesture of good will and understanding set the tone for the rest of her stay and resulted in her giving top marks on the feedback form as well as positive feedback to the hotel manager; a win-win situation for all involved.
The moral of this story isn’t about being a kiss ass with your clients, simply about looking after them and putting yourself in your clients shoes to think about what would make their experience as positive as it could possibly be. If a client is impressed by your service, they may well recommend you to a few of their buddies. But if they’re not, they’ll be sure to tell a helluva lot more people to avoid you.
Now…who wants a gin and tonic?