When a hotel guest staying at the Hotel Indigo in San Antonio got a text from the concierge telling her that if she needed anything, all she had to was ask. ‘For a laugh’, she texted back asking for a picture of Nicolas Cage!
The concierge responded with a message that said “It would be a pleasure to assist you”. Thinking it was an ‘automated response’, she thought nothing of it and went about her day.
Imagine her surprise when she got back to her room to find this:
That’s ‘customer delight’! Surprising the customer with the level of response. She texted her thanks and got this…
Like most ‘Delighted’ Customers she told others and rated them on all sorts of travel websites. She also made another request….
Unfortunately nothing arrived -she was ‘Disappointed’….
Like all good customer focused businesses, they responded and ‘Dealt With The Disappointment’ and said they’d sort it…. Like many ‘Delighted’ Customers, she now had increased expectations and put in another request:
And guess what… they ‘delivered’!
She did put in another request (expectations very high now)….
And they ‘delivered’ again….
We’re now talking about a ‘Devoted Customer’ – ‘High Expectations’ and a ‘Great Experience’ – The challenge is to build on this and try and ‘Delight’ them again! But how?
An unrequested picture and sign hidden on the back of the door!
If you want to learn more about Creating Delighted And Devoted Customers in your business, sign up for our FREE online e-learning training programme!
