Customer Service Isn't Dead Yet

I've been reflecting on a few recent customer service experiences and a conversation I had with a new acquaintance. So often our service experiences are dismal, disappointing, and down right poor! And it's time to share some thoughts. I recently stayed at a Hilton Garden where I always stay when traveling to a client in upstate NY. I have preferences listed in my profile, one being my favorite rooms. So I expected to be staying in one of those rooms this week and I had a unpleasant surprise when I checked in. The original room number was crossed out on the card key folder (my favorite room) and a different room assignment was hand written. The front desk attendant saw a "look" on my face that prompted her to ask me what was wrong. After telling her how I was feeling she promptly check the hotel records and switched me to a room near my favorite room. Her prompt action turned a disappointed client into a satisfied one, enough so to want to share it on the Internet. The other experience I want to share is about a newspaper subscription. I decided to change my subscription from a daily to a weekend. So I was downgrading my subscription-well they welcomed the change to my surprise (they were more interested in meeting my needs and retaining me of course) and gave me $1.00 off the rate since I signed up for automatic payments, and a few days later they sent me a letter thanking me for my subscription and included a $10.00 gift card to a local establishment-which I do frequent. I was thrilled and will be writing a letter to the editor of the newspaper to share this experience. Now by all accounts you may consider what these two companies did as nothing extraordinary-but for me they did. The moral of the story is that customer service does make a difference. What can you do to prompt your customers to talk good about you? If you want to brainstorm ideas or have a story to share email me at: carol@learningandperformance.net