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It was just a small thing that most people would overlook, but it was a small detail worth noting in the quest for outstanding service. I’ll try and paint you a verbal picture of the situation. I was staying at one of the Disney hotels in Orlando. There was a line at the check-in counter. I guess they were getting us ready for the lines at the theme park. There was at least eight front desk personnel checking in guests, so the line was moving. When it was my turn to check in, the open spot was at the other end of the front desk. Rather than the front desk looking over at me and yelling, “Next,” she walked over from behind the desk to where the line was, smiled at me, greeted me, and asked me to come over to her area to check-in. All of the front desk personnel did the same thing when their areas opened up for the next guest to check-in. Contrast that with the very expensive hotel I just stayed at in New York City. It was my turn to check-in, and the guy at the front desk yelled, “Next.” He didn’t welcome me when I approached him. He just said, “Name.” I guess that was his way of saying, “Welcome to our very expensive and well-known hotel. I’m here to check you in. May I have your name, please?” This was just a little thing, and by itself is nothing significant. But if enough of these little things are good, they add up and eventually get noticed. Conversely, so do the bad ones. And once you have even a small, seemingly insignificant bad experience take place, it becomes magnified when another one happens. Anybody and any company can manage the big and obvious things. It’s the little things that can make you stand out. Details can make the difference. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn. (Copyright ©MMXI, Shep Hyken)

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