When you think of customer service do you think of how cheerful the receptionist is? Do you think about how your customer service department handles calls and contacts from customers? There is a basic understanding of what good, and not so good, customer service looks like.
And yet, there are times when customer service shows up in unexpected, and impactful ways. A little while back I decided to stay overnight in the hotel where I would be speaking the next morning. My goal was to avoid driving an hour or so very early in the morning. So, my expectation was that I would have a usual hotel experience. I was pleasantly surprised.
When I checked in the attendant told me that he gave me a room on the side of the hotel away from the highway. And he put the room halfway down the hall so it wouldn’t be near the elevators. I didn’t ask for any special treatment. And the desk clerk didn’t know that I was speaking there the next morning. He was simply looking out for my well-being. He wanted me to have the best experience in his hotel. And I did!
This was so nice that it made my whole experience better. I so enjoyed my stay at that hotel that I am staying there again!
The same night I went to Chick-fil-A to get dinner. The drive through line was really long so I decided to go inside to order. Imagine my surprise when I walked in and saw a keyboard player playing lovely music. The restaurant was packed. No kidding! How great to be able to eat dinner in a ‘fast food’ restaurant that had a fabulous atmosphere.
Have you ever heard of such a thing? I was blown away. The owner of that restaurant understood something really important – that providing an exceptional experience makes a huge difference.
Now ask yourself how much these things cost those establishments. Nothing! Or very little. And the return on investment is huge. They are receiving far more than whatever it cost.
That is what customer service is all about. Think about your customers. Think about what can make a difference for them. Then do it. It’s not an expensive venture. It’s about the experience. It’s about caring – about them.