Posted on September 3, 2010 by Dennis Snow
My guest blogger today is Ron Kaufman, founder of Up Your Service! College. In this post he writes about a subject near and dear to my heart: it's usually the little courtesies and gestures that have the biggest impact on the customer experience.
I can relate to the hotel experience he shares. Like Ron, I don't really need a huge and ornate hotel room. But I do appreciate a room that is well thought out through the lens of the guest. (And I've always wondered how some hotels do the mirror thing he mentions!)
Little Things Can Mean A Lot When Customer Service Improvement Is Needed - by Ron Kaufman
Customer service improvement doesn’t always call for sweeping or costly changes. Sometimes, very little touches can go a long way.
At the Westin Chosun Hotel in Seoul, Korea, the rooms are not large, but a few thoughtful touches combine to make a big difference.
There is the usual range of amenities: slippers, bathrobes, room safe, mini-bar, hairdryer, voicemail, etc.
But the bathroom mirror has a heater installed behind it, just above the sink. After a shower when the room is steamy, that small section of mirror remains clear. This is a customer service improvement guests notice.
There is a box of tissues in the bathroom, of course, but another box sits by the bed in an attractive container.
A laundry bag is waiting when I arrive; that’s normal. But inside the closet an empty shopping bag is also provided for my use. It’s large and strong and very sleek, silver-colored with dark blue ribbon handles. There is no big brand name of the hotel emblazoned on the side, only an elegant print near the top edge that says: “Your Bag.”
I think I’ll bring it home inside my luggage.
Ever stayed in a hotel room that was big, but not very special? My room at the hotel is just the opposite, small in size but very big in little pleasures. Every little customer service improvement stands out and works well for the Westin without costing a lot in the process.
Key Learning Point For Customer Service Improvement
You can use this strategy, too. Make a big customer service improvement by paying attention to the little things that count. Maybe it's the personal note you write, or remembering a customer's preference from one visit to another. Perhaps it's pre-filling a form on your customer's behalf, or keeping track of an order and calling ahead to reconfirm delivery.
Action Steps For Customer Service Improvement
Your action steps needn't be big, bold or expensive. Often it's the little things that make a big difference in service.
Copyright, Ron Kaufman. Used with permission.
Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling "UP Your Service!" books and founder of UP Your Service! College. To enjoy more customer service training and service culture articles, visit UpYourService.com.