Here’s a question for you…
Are all your customer facing operations aligned? Do you make doing business with you a seamless and pleasant process? Or do you get business in spite of yourself?
We had a recent example of this just yesterday…
We needed a hotel venue to run a Focus and Strategy Day for a client. So Barbara rang a couple of major hotels in
One hotel didn’t even bother to call back.
The other took the booking and promised send a confirmation email.
Two days later – still no confirmation – so Barbara called the hotel on the weekend, only to be told no conference staff worked on the weekends! Huh????
And to top it off no one else to tell her the booking was okay. Now bear in mind that the hotel stood to make about $4,000 from this event – so you’d think someone would take some interest.
So once again, called back on Monday to be told the team was busy and would get back to her. When they didn’t, Barbara called back to be told the whole team was offsite and no one else could help.
When Barbara complained, she was told there was no point in complaining as this person wasn’t responsible. Please!!!
It was only 2 days out that we got final confirmation that everything was okay.
All this caused a lot of stress as we had people flying in from around the country and NZ for the event and we needed to know that rooms were booked.
Now contrast this with the actual event.
We rocked up at 8am and within minutes were greeted by the floor manager who opened up the room, made sure he knew our schedule, gave us his mobile number if we needed anything urgently and was helpfulness itself.
The room was set up exactly how we’d asked for it.
Every employee we saw that morning smiled, wished us a good morning and went out of their way to serve.
The food was excellent and was provided on the schedule we’d specified.
In short the whole experience was a delight. And we’d go back there in a heartbeat.
But it could so easily have not happened as the sales process was woeful and let the whole team down.
So ask yourself where the gaps may be in your process. Are all the aspects of your operation aligned to making your customer’s experience a delight?
One way of finding out is to commission a survey and find out. If you’d like more details on what’s involved and how it can help your business grow, give me a call on (02) 9499-7958.
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