How many times have you been surveyed or interviewed about customer service? Each time it probably involved a phone call, email, or website. But, have you ever been asked for your thoughts on a customer service topic while swimming?
Recently, when my wife and I were in Texas to see our new grandchild, we stayed at an Econolodge in McKinney. Upon checking in we learned that the pool had just reopened after more than a year. Being fully vaccinated, it didn’t take long for me to decide to take the plunge and go to a pool for the first time in about a year and a half.
Apparently some people are still wary about using such public spaces, because the next morning I found the pool was empty (of people, not water). There is a certain satisfaction in entering an empty pool, watching the small waves fan out and getting used to the temperature. I swam a few laps and then heard someone call to me from the edge. I looked over and it was the hotel manager. He asked if I had a moment.
“Sure.”
“How is the temperature?”
“It’s good.”
“OK. We just opened the pool and wanted to make sure we got the temperature right. During the pandemic we decided to install a heating system as an improvement. I have it set at 81° but wanted to see if that felt OK.”
“Yes, it’s OK. Maybe a degree warmer would be better but I think it’s fine.”
“I always like to ask the guests directly what they think. I believe that is the best way to find out what’s working and what isn’t.”
Hearing this made me very happy. How many times have you wondered what your guests, customers, or clients thought about a service you provide but worried that you might be bothering them by taking up their time to ask? What about your associates? Are there times you wish you understood more clearly their thoughts and beliefs about the company’s services, policies, etc.? Rest assured, most of the time your customers and employees will appreciate that you consider them a valuable source for improving your operations.
The Econolodge manager was courteous, paid attention to a guest’s needs, and showed respect for my time and opinion. He thus exemplified three of the rules featured in Better Customer Service: Simple Rules You Can Apply Today.
In the book, my coauthor, Ed Brewer, and I fully describe the background of these three rules (be courteous and kind, pay attention, and show respect) plus several
others. We include many examples and useful tools that can be easily applied very quickly to improve customer service in many different settings.
Here’s wishing that your customer service is going “swimmingly!”
-Terry