In this day of rapidly diminishing customer service, those companies which still practice this soon-to-be-lost art deserve our attention - and business.
Our company recognizes the difference between good and not-so-good customer service, and it's not hard to guess which type of organization we prefer to do business with.
Saying "Yes!"......
We (Mr. Makarma) recently read about a luxury hotel chain which empowers each of its employees (not just management - ALL employees) to spend up to $2000 per day to make things right for the guest. Think about that for a moment; $2000 per day, per employee, is a lot of money. We'll guess that, because of the company's philosophy (of never saying "no" to a guest), that very little of that money is ever spent. Why? It's simply because that company's employees are trained to make things happen for their guests. Oftentimes, it takes very little money to do this.
(In our next TravelBlog visit, we'll describe some examples of good and not-so-good customer service we've experienced.)
You might be thinking that it's impossible to always say "Yes!" to every possible customer request. Maybe so, but is it possible to offer a good alternative, or explain a situation to a customer's satisfaction?
Yes !
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