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Value for your dollar

Have you ever stayed in a luxury hotel and felt that you weren't quite getting your money's worth when it came to service? Brought your car in for repairs at your branded dealership expecting to receive personalized service and advice to only be treated like a number? Booked your vacation at a world-class travel agency hoping for world-class service then left hanging just after they received your payment?

I have experienced all the above, and let me tell you, a lot of companies fail to provide the service that clients are expecting. My recent encounter with bad service happened when I was traveling to a conference and staying at a well-known luxury hotel. I was so excited, as this was going to be my first stay at this landmark property. I expected the royal treatment. To make a long story short, my experience was anything but royal, unless you're talking "royally bad." The stay was full of service shortfalls, from rude servers and staff to extra charges for everything including access to Internet!

Leaving strong impressions with guests doesn’t have to be costly

During the holidays, my family and I stayed at a national chain and to be honest, I didn't expect anything special. But much to my surprise, everyone on the staff was very friendly and genuinely seemed to be glad we were staying with them. They treated us like valued guests - not a nuisance. I still remember the smell of the warm baked cookies when we walked in the lobby, the upbeat guest services representative, even the general manager welcomed us as he passed us in the lobby. Little things like that go a long way and leave a strong impression.

From the moment a guest turns into your driveway, they should see neatly trimmed grass, pruned flower beds and a welcoming entryway. Make sure your reception area is clean and attractive. Your receptionist should be ready with a smile and a friendly greeting. I can't tell you how many times I've walked into an empty reception area, where I've had to wait for someone to come out. Or worse yet, I've walked in and the first thing I see is a bunch of staffers clustered together chatting. My very first impression is that I'm not a priority.

Recently, I traveled to Quebec for a business trip. After a full day of never ending meetings, I drove three hours to Quebec. When I arrived, I was tired and just wanted to get to my room. I ambled up to the front desk at my hotel and was greeted by Nathalie. She quickly checked me in and while doing so, asked me a few simple questions:

Q: Have you had time to eat? A: No
Q: Will you be meeting clients during your stay? (I had access to a corporate rate which meant I was there for business) A: Yes
Q: Will you have any downtime? A: Yes
Nathalie suggested some area attractions and gave me a detailed map of the area. She then went on to recommend a restaurant to take my clients to, and even offered to make reservations for me! Sensing I was tired, she gave me background on local nearby dining and provided menus for delivery options because they didn't offer room service. I knew she was busy, but rather than seem inconvenienced, annoyed or disinterested, she was friendly, helpful and welcoming - resulting in a great impression.
Nathalie demonstrated all the elements of Signature’s formula for customer experience, or what we call the "ART" of service:
A = Awareness. Nathalie knew local restaurants and area attractions and therefore was able to give informed recommendations.
R = Relationships. By asking some very easy questions, Nathalie found out more information why I was staying at the hotel and connected them with related activities.
T = Take Ownership. Nathalie got on the phone, and within minutes, had made my dinner reservations.

Research indicates that up to 80% of all customers who leave for a competitor report having been satisfied with the previous company. In today’s business environment, companies are realizing that a satisfied customer is not enough. The ART of service, delivered through Signature’s Experience Edge Program, will teach participants strategies and techniques for promoting customer loyalty, which is the key to increasing your company’s revenue.

In the end, it's not the free coffee, the nicest brochures or your branded signage that will leave a lasting impression. Customer service training is what makes the difference. And now more than ever, service is what sets your company and your staff apart and earns repeat business.

Julie Charbonneau, Signature Canada

Business Development and Training Director

j.charbonneau@signaturecanada.ca

Phone: 438-870-3087

www.signaturecanada.ca



Julie Charbonneau

Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year.