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Don't Just Meet Expectations -- Exceed Them

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#1   Posted: 22 Jun 2011 09:22

In another article I negatively criticized a hotel for charging me on things I felt should have been part of the high price of the hotel. They "nickel and dimed" me. I received several comments. A few of our readers criticized me for being so negative, but all of them felt that the charge for using a towel at the workout facility — after they were already charging me an extra fee to be there — was excessive.

As I thought about the comments, something became obvious. With the exception of the charge for the towel, any of the extra charges by themselves would not have seemed that excessive. Was it the cumulative effect of all of them? Yes and no. It was actually one thing, most likely the towel charge, that was the "tipping point" that caused my dislike for this hotel. I would have accepted the charge for toll free phone calls. I would have even accepted the charge for the workout facility. But it was the extra charge for the towel that made me start to pick apart everything about the hotel. That is the real lesson here.

Customers will put up with a lot of negative stuff. They shouldn't have to, but they will. However at some point they get fed up with it all. What causes that to happen? It is usually just one thing that put it over the top — one thing that causes the scales to tip in the wrong direction. Then, the customers start looking at everything. The things they would have tolerated before become unacceptable. One thing causes a cumulative break down.

So, let's look at a story about a different experience at a hotel. Just last night I arrived in Orlando and went to the Portifino Hotel. My flight was late and I showed up late to my client's cocktail reception. The staff had already taken away most of the food, however one of the servers noticed me looking for something that might have been left on the buffet table.

This gentleman informed me that all the food had been taken away, but please wait just a moment or two. Within a few minutes he brought me a huge plate with a sample of most everything that was on the buffet. I couldn't even eat it all. Wow!

I then walked over to the bar, which was being closed down. I asked for a glass of water and was told they had taken all the drinks away, however wait just a moment. Within a minute or two the bartender came back with two bottles of spring water. I was appreciative — and VERY impressed!

My experience at this hotel started out just great. They put me into the right mindset of what to expect from their staff. I appreciated and respected their efforts. They won my trust and my loyalty. I knew the Portifino was an excellent hotel. Just moments after walking through their doors I became impressed with their high level of service. The bellmen and doormen all welcomed me and asked if they could help me. The guest reception checked me in quickly, and one of their people led me to the room where the client was hosting the reception. They paid attention to opportunities to take care of and impress their guest. They were proactive in that they tried to respond before they were even asked. So what if the bar was closed, it wasn't a big deal to get a guest a bottle of water. And, there was lots of food that was taken back to the kitchen at the end of the reception. How hard was it to bring a plate out to a guest that arrived late. Not very!

Here is the lesson: Set the customer's expectations. Meet them — maybe even exceed them — right away! Do it as soon as possible. This sets the tone for the rest of the customer's experience. The key is to continue do meet and exceed the expectations. That is what great service is all about!

#2   Posted: 15 Nov 2011 07:52

Great post! Most organizations don't keep track of the number of coins in the negative bank for each customer. Once the "final straw" hits, it's already too late. Team Leads need to keep their ears to the rail to sense whether a customer experience is negative, neutral or positive. In a small team, this can easily be accomplished. In a large call center, not so easy, but necessary.

good experience
#3   Posted: 7 Dec 2011 10:37

This is very interesting and really makes me think about my experiences where something tipped me over the edge. I hadn't thought about that in my job. Thanks for getting me thinking so I can improve!

#4   Posted: 14 Dec 2011 09:03

It is necessary and should be a goal for every business. Glad you liked the article and was thought provoking!

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