Tag: Hospitality

Is it Possible to Make Customers Feel Special?

Is it Possible to Make Customers Feel Special?

Yes! It is possible to make customers feel special, but not easy.  Customers crave human interaction that leaves them with the feeling that associates really do care about them. When a representative is patient, sympathetic and provides detailed explanations and the customer has an opportunity to ask questions, the customer remembers.  They want to do …Continue Reading

Listening: Giving the Customer Control

Listening:  Giving the Customer Control

Listening patiently to a customer gives them a feeling of control. Customers want to know they are uniquely important and their specific needs are being attended to. They don’t want to feel trapped because you are trying to sell them something. After all, selling is not about offering customers a long list of inventory, but …Continue Reading

The Smart Phone: A Blessing or a Curse for Customer Service?

Filed in Blog, Customer Service, Hospitality, Technology by on January 20, 2015 0 Comments
The Smart Phone:  A Blessing or a Curse for Customer Service?

Brands have capitalized the smart phone and can provide customers with more personalized and real time service.  Customers receive alerts on their phones about an upcoming promotion, an actual coupon or that a store just got in that must have new item.  So what’s the downside?  Has the mobile device contributed to the ruination of …Continue Reading

Taking the Common Sense Out of Service

Filed in Blog, Customer Service, Hospitality by on May 6, 2014 0 Comments
Taking the Common Sense Out of Service

Delivering an exceptional customer experience has a great deal to do with common sense. Last week, I attended a business conference and stayed at a premier brand hotel chain lacking both good customer service and common sense. I called the hotel when I boarded the plane to request an early check-in and the person at …Continue Reading

Customer Retention at Its Best

Customer Retention at Its Best

Last weekend my wife and I had tickets to Cabaret, starring Alan Cummings, most recently popular in The Good Wife, and Michelle Williams, another well- known motion picture actor.  We both were eagerly looking forward to the performance, humming the tunes in our heads all week.  Unfortunately, we didn’t get to see that show, but …Continue Reading