Your staff speaks volumes about your business whether you hear them or not. On a recent trip to Las Vegas, I noticed a lot of things about customer service and the impression it left me about the business. Now Stettler is very far from Las Vegas but the principles remain the same.
Starting with our hotel check in, the front desk staff was courteous and efficient. Asking our preferences and even moving us to a more suitable adjoining room with our travelling companion left us with the feeling that the hotel really cared that we were happy. The concierge was knowledgeable about everything from hotel events and services to arranging a day trip, all the while juggling a line up of folks needing something.
Even the hotel cleaning staff never failed to say “hello.” The restaurant staff was courteous and efficient all the while taking a bit of time to find out where we were from and making some small talk and suggestions for shows. It only added to our positive attitude about the hotel. It seemed that the entire staff was intent on making us feel welcome and comfortable.
When we arrived home, a note from “Shawn”, our server at an upscale restaurant, also arrived stating he hoped we enjoyed our meal and would come again. He even mentioned what we had ordered. He must have found our mail information on our credit card. A lovely touch that makes the restaurant, and Shawn, more memorable.
In Stettler, we have had services provided by a retail outlet and a travel agency who always follows up with a note thanking us for our business. A small effort, but one that makes us aware that they truly appreciated our business and took the time to tell us so.
For the customer, good service is as much about the positive experience as it is about the product or service provided. As we all know, people talk and, whether good or bad, it has an affect on your business.
What is your business doing to make itself memorable in a good way?