Offering efficient buyer care is essential to the success of any enterprise. All of us realise this, and but at occasions it feels that regardless of how a lot we meet and exceed buyer’s wants, they nonetheless need extra. So, are prospects changing into extra demanding? Is buyer care slipping? How can we sustain the momentum? I consider I’ve the solutions, however first, let me take you on a journey…
I had determined to take a vacation in a 5 star resort in Thailand. My associate and I had been greeted on the baking scorching airport by a resort driver in an air conditioned Mercedes and brought on to the lobby of the posh resort. Whereas we signed in our baggage was ferried off to our room and we had been requested to chill out within the comfy chairs with a calming, refreshing drink. The air con above gently pumped out cool air because the smiling receptionist quietly enquired about our journey, while effectively taking our info. After a number of minutes a golf buggy pulled up subsequent to the reception and we had been pushed the 100 yards to our villa on the complicated.
As we entered our room we had been hit by the scent of recent flowers and the sight of crisp, recent, white sheets on the mattress. We opened our baggage, which had been positioned fastidiously by the wardrobe, grabbed our bathing costumes and instantly headed for the pool.
On the pool we had been greeted by a member of employees that had not solely reserved a seat within the shade for us, but additionally supplied clear white towels for us to put on. Whereas we relaxed, our each whim was met by a smiling member of employees who appeared to instinctively know if you had been getting too scorching and wanted a complimentary drink or one of many motels well-known ‘alcoholic ice pops’.
Now I am not simply saying this to make you jealous, there’s a message to this story as a result of this service was means above something I had ever skilled in my life. I merely had not been handled so nicely at any level up till that point. It really was the ‘distinctive buyer expertise’ that you just hear what appear to be city myths about. By the third day I used to be beginning to get actually used to it, I ended with please and thanks and started to actually simply chill out and benefit from the expertise. That is about the identical time issues took a flip for the more serious…
On the fourth day we turned up on the pool and the employees member was not there. The towels had been fastidiously laid out at a desk for us to gather and my associate and I managed to get our standard solar lounger with the parasol above it (though I needed to put it up). When the employees member turned up about 1 hour later I referred to as him over as by then I actually wanted a drink (there was a bar by the pool, however I did not really feel inclined to stroll over to it). I requested him why he had not been there very first thing and he defined to me that he had to assist out on the entrance desk as a big celebration of company had arrived and there was not sufficient cowl. I used to be fairly irritated by this and it was solely when my associate recommended that if I did not cease complaining to her she was going to throw me within the pool that I relaxed once more. I’ve to say it spoiled issues considerably although and from that time on I began to search for issues that weren’t fairly proper Customer Service.
Now, I think about myself an easy-going sort of particular person, one who’s level-headed and truthful. I’m not the kind to get simply agitated and if I am trustworthy I’d say that while writing about my ‘dangerous’ expertise I’m slightly embarrassed by my ideas on the time. Nevertheless, this for me is the true concern so far as buyer care is worried.