I recently stayed at a luxury resort as a birthday gift from my family. It was a lovely place and we had a relaxing time except for one thing that I was struck by.
Their by-line was "We're all about YOU". Great I thought, I will be looked after here.
When I arrived the young man who checked me in said the pamper package, which was part of the booking, was not ready. He said he could make one up that night or he could get it delivered the next morning when the housekeepers would be there.
I didn't push the point not knowing how much trouble it would be, but did feel disappointed that we couldn't use the package when we had our bath that night. I thought more of it the next day when the lovely bottle of wine and soaps did arrive late morning. It was a simple and delightful little offering that didn’t look like it was difficult to put together.
On reflection I realised that in that moment when I checked in, the by-line did not ring true. It was not all about me! It was more about HIM and how much trouble it would have been for him to put a few things in a box, the wine in a bucket and drop them over to our room.
I know it is a little thing but it made a big (negative) impact on me.
I am always on the lookout to notice what people do to help or hinder situations.
I wasn't particularly upset at the time, but the young man checking me in didn't quite get what "all about you" really meant. He didn't know how to role reverse with me, the customer and realise how delighted I would have been to get the package the night we arrived.
Sometimes great customer service requires you to really get into the other person’s shoes, know what their experience is and respond to their emotion, even when they don’t outwardly display it.
First posted by John Faisandier on 17th January, 2013