|Good Enough isnít Good Enough|
|By Laurie Barkman | August 12 2013 (0 Comments)|
My husband and I recently returned from a trip to BC. We travelled with friends to a wedding and tacked on a few vacation days ahead of time.
The hotel we booked in downtown Vancouver was ideal... well, almost ideal. It was a two-bedroom, two bathroom suite located within walking distance of the seawall and Stanley Park. The product itself met our expectations, the location was great, but the service was lacking.
When we arrived on Saturday, the gentleman behind the desk wasn't rude, but neither did he say or do anything to make us feel particularly welcome. There was no friendly smile, no offer to provide information on things to see and do while in Vancouver. Directions to the elevator and information about the hotel amenities was delivered in a "I've said this 1,000 times before" forgetting that for us, it was the first time we'd heard it.
There was only one hairdryer in the suite, a slight problem with two women needing to get ready. When we called down to ask for a second hairdryer, it took two days to get it! Did we manage without it? Yes. Was it an inconvenience? Yes.
The hotel did not do anything terribly wrong. They just didn't do anything particularly well either. They were ok, not bad enough for me to go on-line and identify them or warn people to stay away. But, being good enough also means I'm not going to say "If you ever to go Vancouver, you've got to stay at...!"
Here's what the hotel we stayed at could have done differently:
Moving from good to great is about personalizing the customer experience. It'S about making the customer feel valued and cared for.
What can you do to move your business reputation from "good enough" to "great"? What can you do differently from your competition, from a service standpoint, that makes your business stand out?
Laurie Barkman is an expert on how to create great service experiences from the inside out. She works with tourism and hospitality businesses to identify their service delivery cracks, why they are happening and how they can be eliminated or their impact minimized. To learn more about the services offered by Servicedge Training and Consulting, or to sign up for a free 45 minute Service Strategy consultation with Laurie, visit www.servicedge.ca/free-consult/.
|Categories: news | tourism industry initiatives|
|Tags: Laurie | Barkman|
|Eight Manitoba Experiences Make "The Great Canadian Bucket List". Gonzo travel writer raves about our one-of-a-kind travel gems at Winnipeg book launch|
|2013 Manitoba Tourism Awards Winners|
|Improve Customer Satisfaction through Suggestive Selling|
|SEE ALL ENTRIES|