Dear ken,
You would think that with a sluggish economy that consumers
would not put such emphasis on high standards of excellence.
Today, consumers are concerned about value and getting the most
for their money. Consumers are expecting those spa types of
experiences where they feel they are getting pampered even with
tele-service organizations.
Personal Touch is what counts!
A few weeks ago, I experience the world class service of the
Exotic Travel Company at the Karisma Resorts in the Mayan
Riviera. This company sells the dream vacations that take
pampering to an unforgettable level. I thought about my
experience and picked up some vital tips to help organizations
improve their service efforts.
The first person I met was my personal concierge who introduced
himself as my butler. I knew he had other guest to attend to,
but when I needed anything his attention was focused solely on
my needs. His goal was to anticipate anything that I might want
to make my stay more enjoyable. The Exotic team had everything
covered, including exclusive turndown service, which consisted
of a surprise condiment each evening to completely wow your
senses. Don't get me wrong: the room was exquisite with a canopy
bed, pillow service, Jacuzzi tub, second bed on a private patio,
outdoor shower and did I mention my own infinity pool? The
ambiance was perfect, but the personal touch took it over the
top. My butler made all reservations and promptly escorted me to
each venue.
The point is: every organization has the ability to deliver
personal service, and every customer or client deserves the
personal touch.
6 Steps to Achieve the Personal Touch:
- Focus and listen - make sure they have all of your attention.
- What's their goal - ask them what they would like to accomplish.
- Only promise what you can deliver - don't over promise.
- Trust but verify - if there is a handoff to someone else, verify the
completion and standards.
- Thanks - Let them know you are thankful they choose your organization.
- Is there anything else - See if there are any other opportunities to serve
them.
You can have all of the amenities in the world, but the personal
touch is what they remember. Every customer or client you touch
will share their unforgettable experience with someone else
immediately. Enjoy the service business, its what makes the
world run smoothly.
Go Ignite!
