Are Your Customers Delighted?
Are you going the extra mile when delivering your product or service?
Are your customers buying from you again and again?
Are they telling other people how great you are?
I have recently had the good fortune to experience THE best customer service I have ever had. We had a holiday in Egypt and stayed in the Ritz Carlton. You may be thinking it cost a fortune and therefore they could afford to go the extra mile. In actual fact it was a deal that we came across on Travel Zoo and to be honest we really weren’t expecting anything special because it was so cheap.
Nothing could have been further from the truth.
Apart from the fact that ALL of the staff had a smile on their face and were really interested in their guests. They remembered names, what everyone liked to drink and made sure you were completely happy with the holiday experience. The rooms, gardens, food, everything was exceptional.
But here’s the thing……My husband and I share the same birthday which fell during our holiday. For a birthday treat I booked some spa treatments and duly turned up for my pamper afternoon. I hadn’t mentioned my birthday but apparently reception advise every part of the hotel of a guests birthday (taken from the passport information).
When I got into the massage room, I was blown away! They had folded towels into heart shapes and taken petals from bougainvillea flowers and written “Happy Birthday Dylis”.
There was another towel folded and covered in Hibiscus flowers and candles. Next thing I knew, all of the staff came into the room and sang “Happy Birthday” to me. They took a photograph and sent it to my email address. (Here I am blowing out the candles)
The treatments were exceptional, the best I have ever had. And I’ve had a few in my time!!!
At the end they gave me a birthday present and offered a complementary Honeymoon Bath for my husband and I as they knew it was his birthday too. (We didn’t have that treat when we had our proper honeymoon, many years ago.)
In the evening we went for dinner where they presented us with a beautiful birthday cake and again took a photograph. The next day the said photograph was delivered to our room in an envelope wrapped in a beautiful red ribbon.
Everything they did was centred on the guest. We’ve had many holidays but I’ve never been inclined to write about it in this way. We never go back to the same place twice but we’ll definitely go back to the Ritz Carlton in Sharm El Sheik.
So my question is “What are you doing to delight your customers?” What unexpected things can you do that will have your clients talking about you and buying from you again and again.
- Continually look for ways to surprise and delight your customer
- There is no substitute for personalised attention.
- Make your customers feel like they are your one and only customer
Let me know your experiences of excellent service or what you are doing to delight your customers. I would love to hear from you in the comment box below. Thank you.
Have a great week selling.
Find a Way and be the Very Best you can be.