Recently, my colleague and I made one of our bi-monthly training trips to California. We considered it a "normal trip," until something began to happen that quickly caught our attention: terrific customer service.
We have made this trip so many times we have our routine down. She picks me up on the way to the airport; we park, go in and immediately are able to go our gate thanks to Alaskan Web Check-in. For you who haven't tried it, I urge you to go to your airline's website, enter in your confirmation number and print out your own gate pass. There's a special line for you to go to get your bags checked. We have yet to run into anyone helping us at the baggage check-in who is not only efficient, but also very upbeat.
At the airport we headed to our rental car...Dollar Rent a Car in this case. We checked in, got the keys and went to our car. Our first response is to put our luggage in the trunk. Only this time, we could find the keyhole to open the truck. Like I said, we had no wine and were beginning to think we had lost our grip on the world around us. I went to the attendant, he grinned and said, "Oh, a number of the new cars do not have keyholes now, you have to use the release inside." He walked over to help us.
We get in the car and the key doesn't work. Hmmmm. An attendant saw our plight, checked the numbers on the key and said "This is the wrong car, they wrote the wrong number on your rental slip. Here let me go get the correct one for you." He drove the car right in front of where we were and graciously transferred the luggage to the new one. We settled in, smiled and said, "Hmmm, there seems to be a trend on this trip."
We arrived at our hotel The Adlon in San Jose. As soon as we walked in the door the receptionist said, "Welcome, Ms. Condon. Great to have you back again." This was only our third stay there and they were all a month apart so we were impressed. Noticed I said we were impressed "They used my name."
The hotel has a dining room where guests eat breakfast and dinner-all part of your room rate. The chef comes out personally to greet you as you are seated. He explained that he had both Cod and Pork loin on the menu tonight. He said, "I remember you ladies are adventurous and last time I gave you small portions of both because you enjoy fine food. I suggest the same tonight." Now how could we turn that down?
Near the end of the meal, he looked at me and said "I took tiramisu out of the freezer just for you." He had remembered that was the one dessert that I said that I truly enjoyed.
I'm not sure who was smiling he or I more.
We went up to our rooms, settled in and talked about how gracious everyone had been during the whole trip. Then we started talking about more customer service stories.
RETAIL SERVICE
My window needed a fresh look, so I bought drapes from Bed Bath and Beyond at our local Vancouver store. The clerk was extremely gracious and checked to see if any other store had another one, just in case that, indeed, I need it. He found out that Beaverton store had two in stock.
When I got home, it was apparent I did need the third one. I called the Beaverton store and Justin at the other end was great. He said "Yes, we have it, and you know what, the manager is coming over today, I'll send to the Vancouver store with him." At the end of the day, Justin called to say, "Ms. Condon, I'm sorry the manager didn't come over today. I will put it in the mail first thing in the morning." Now that's customer service.
TRANSPORTATION SERVICE
Finally, my daughter and her significant other were here for a visit from Brussels, Belgium. We were out and came home to a message from our Vancouver train station. Ms. Condon just calling to tell you that the 4:30 train is running three hours late. I suggest your guests come down and exchange the tickets at 6:00 and get on the 6:30 train. Now that's customer service.
Notice it didn't take much effort on anyone's part to do the things I have talked about, yet notice how good I feel about it. I'm proud to give them a little publicity because they were "caught in the act" of being helpful.
When are we going to learn that good customer service and business communication is truly all about "the little things?"
Kathy Condon is an Executive Coach Certified in Performance Coaching-Positioning Others for Success." Globally Certified Career Facilitator (GCDF), Speaker and Trainer. She is an expert on business communications and regularly speaks and trains on building relationships, including Intergenerational Communications in the Workplace.
Kathy also has a contract with the State of California State Department of Mental Health and Department Of Rehabilitation -- teaching people who work with people with disabilities how to talk/work with the business community.
Networking--Connecting People --- two-hour CD provides over 100 simple tips to make your next networking meeting more enjoyable and profitable.
Her presentation style for her keynotes and trainings are in demand for she presents with humor, storytelling and provides concepts that are easy to implement.
Sign up for Weekly Wisdom--A Positive way to start your week. http://www.kathycondon.info (360) 695-4313 kathy@kathycondon.info
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