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Jim Magay |
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Business gurus of all stripes tell you a multitude of things you are to do to tune up, reinvent, or in the latest parlance: re-brand your business.
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They suggest using Twitter, Facebook, LinkedIn, foursquare, etc. to stay current. All good ideas of course, as is joining the various business groups I have mentioned in other columns – the Chamber, BNI, the various “Local First” organizations springing up to help local businesses cope with our wonderful small business economy.
What they don’t tell you is how simple true customer loyalty and satisfaction can be.
Wait! What?
Easy? Simple? Well yeah, sometime basic lessons in business come at you in a disguised way.
Take; for example, a recent vacation we went on. An all-inclusive resort in Jamaica, one of the finest in the Caribbean, high potential for snobbishness on the part of staff, and even guests, who after returning multiple times (one couple we met were on their 15th visit) can tend to take a rather snooty interest in the place.
Being an ECP I’m used to providing rather than asking for service. Whoops! Role reversal time. The staff was kind, and attentive. The attitude was: “We are glad you are here and we will try to anticipate your every need!”
A landscape worker passing by our villa one morning said, ”How ‘bout a coconut?” and before we could respond he was halfway up a 30 foot tall tree and back with a green coconut which he opened for us and told us of the many benefits of fresh coconut milk!
This from a guy not even directly involved in customer service.
The quiet dignity which everyone displayed was impressive. The cleaning staff was wonderful – efficiently cleaning and restocking the room daily. The food service people – (six on-site restaurants) wouldn’t let us lift a finger when we ordered from room service, setting up our meals in a manner as lovely as their premiere dining facilities. They would then clear the debris promptly and quietly with a ready smile and cheerful good will.
Now, obviously some of you are saying, “That guy doesn’t get out much!” I’m sure you’ve all experienced great service in venues all around the world and have been charmed by picturesque locales you were reluctant to leave when your stay was up. We have experienced this in many places ourselves but this was somehow different.
I think the lesson for us is everyone, yes, everyone on our staff needs to be trained. If Keith the landscape guy wasn’t trained – I’d be surprised, anywhere else he’d just be an inconspicuous fellow with clippers in his back pocket. But I feel his training gave him the confidence (and permission) to interact with guests in an appropriate way. We looked forward to a wave, a friendly “hello” because of our shared experience with this fine young man. And because of his help in breaking the ice on one of our first mornings in residence, we felt accepted into the “family” at the resort.
Jim “I don’t want to go back to work” Magay
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