Let me give you an example. I recently stayed at Stoke Park, which is a prestigious estate and hotel near Slough, and home to many royals dating back to the Saxon times.
The reason for my visit was to hold the latest 360 Channel Marketing Community Think Tank. After driving through the first snow of winter to get to the event I was greeted by Stoke Park’s staff with a friendly smile. I instantly felt relaxed.
After checking in, my bag was taken to my room while I checked out the conference suite. The events co-ordinator met with me and together we ran through the schedule for the day.
But there was a problem. I noticed that lunch had been scheduled for 1pm on her brief; however I required it to start at midday.
With the complex organisation of catering, staff and logistics that goes on behind the scenes, it’s a situation that anywhere else could have caused big difficulties – but the co-ordinator coped and managed the change swiftly and professionally, assuring me that it was not a problem.
For the rest of the day, whenever I had a question she was there within minutes. The event ran smoothly and the hotel staff truly made the entire day effortless and relaxing for me. When the evening came, I was even escorted to my room and shown the amenities to ensure I was comfortable.
You may be thinking, what is the point that I am trying to make apart from singing Stoke Park’s praises?
Well here was an instance where customer service made the difference between an ordinary experience and an extraordinary one. But great customer service is hard to get just right and there is a fine line between being attentive and over-bearing.
For instance, do you feel annoyed or pressured when you are constantly accosted by retail staff asking if you need assistance? This really bugs me; however I was shopping recently and was not approached at all throughout the day and in turn I left empty-handed. The right balance is important.
I am a sucker for really good customer service and I believe it can truly make you change your opinion of a brand. Our Cyance Chair has the motto ‘Service the client to death.’ As a company we truly believe that good customer service stands the test of time.
Tell us what you think good customer service involves? Is it just a case of giving a friendly smile at the counter, or is it about really ‘going the extra mile?’
