June 12, 2019 | It’s the Little Things
What are things you remember about good customer service interactions? Someone goes that extra mile, or they remember something about you (like your favorite football team), and they tend to create an experience that you remember. This is an experience you are likely to share with others emphatically. Think back to your most recent GOOD experience. What happened? Did a staff member remember your name? Did they fess up to a mistake and immediately take action to correct the problem? Did they offer a perk, like a free soda on a hot day? Going the extra mile is certainly less common these days, but people take notice when it happens.
I had an experience this week where I woke up early and went to drop my laundry off. My wife, being the kind soul she is, normally takes it in for me, so it was my first time there and I was too early. I realized as I walked up that they hadn’t opened yet. The woman opening the shop looked at me, made eye contact, opened the door and said “hello, you must be Craig Hanson.” I was shocked, I’ve never met this woman before, but I can’t help but wonder if she just recognized the shirt I was wearing at the time (from a previous drop-off). Regardless of how she figured out who I was, it left an impression on me!
I’d like to ask a question to all of our associates today: What are you doing at your property (and in your role) to go the extra mile? What are the little things that you can start doing to leave an impression? It could be simple, maybe this week just start by remembering people’s names, or maybe seeing a problem that comes up as an opportunity to go the extra mile and impress someone! Whatever you do, comment below and share with the team how you are living the customer service value “the Little Things!”
Customer Service Value | The Little Things
Look for opportunities to personalize service with the “little things” that create memorable experiences. Little Things done well make a BIG difference.
Craig Hanson, President