Tuesday, October 23, 2012
Today's guest blog is from Carol Ritter, of Caroltalks.com
When all else fails, when all your ideas are washed up, when you think you can’t do it anymore - eat chocolate! Even some nutritionists have found the hidden value in eating chocolate. I spent this last week in “Chocolate World.” Two nights at the Hershey Lodge and two nights at Hotel Hershey. Both high quality resorts, both so much alike yet so different. Each with it’s own uniqueness. When I checked into the Hershey Lodge, the registration went smooth and, of course, they handed me a Hershey Bar. I arrived at my room and two Hershey kisses were sitting on the bed. Finding my room was a bit difficult and then when I arrived my key didn’t work. The gal failed to tell me that you had to go through this magic door to get to the other entrance of your room in order to get in. I basically lost an hour of work running around, standing in line again etc. Oops, but I was holding my chocolate. So, apology was accepted.
When I checked into the Hotel Hershey, you received a choice of dark or light chocolate bar. I chose dark. When you are handed your key the clerk comes out from around the desk to greet you personally and invites you to use an escort to find your room. That was extraordinary customer service. When I left I realized I forgot my brief case which created quite a frenzy in my mind. I can’t live without it, it has all my work in it. I called the Hotel, talked with Chad and he told me he would go look for it immediately. About 10 minutes later they called and said the words I was dying to hear, I FOUND IT! Instant relief, I think I’ll eat some more smooth silky dark chocolate.
Is your business Ordinary or Extraordinary? And even more important, when something goes wrong for your customer are you willing and ready to jump off the phone and fix the problem, just like Hershey?
BTW, I drove back to the Hotel Hershey to get my briefcase, they sent me to security. I needed to show ID, sign off, go through my briefcase to see if everything was still there and sign a form that said agreed that I was satisfied or not satisfied with the service.
WOW, are all your customers willing to sign a form saying they are satisfied with your service even when something goes wrong? Think about it, solving their problems is sometimes more important than the sale. Your reputation is the number one most important piece of your business.
The moral of the story is that when things go wrong and they will, does your customer have something from you that calms the storm immediately. It may be extraordinary customer service, it may be an occasional complimentary cup of coffee or it may even be a famous Hershey bar.
It’s hard to get mad at your business when your customer knows you are extraordinary!
Carol serves as a featured writer for the Home News and the Lehigh Valley Chamber Blog
Carol is an accomplished professional speaker, coach and educational consultant specializing in innovative leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country. Carol’s creative leadership with bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND BETTER LEADERS. www.caroltalks.com 610-442-4545 email@example.com Visit Carol on Facebook at Caroltalks