Customer Service Wake Up Call


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There are certain expectations consumers have of businesses.  They are just a given, with no questions asked.  For example, when you eat at a restaurant you expect that you will not get food poisoning.  When you take your clothes to the dry cleaner, you expect they will not lose them or give them to another customer.  When you fly on an airline, you expect that you will arrive at your destination (eventually).  These are basic consumer expectations that most reasonable people do not question.

I recently stayed at a hotel (The Crowne Plaza) while visiting a client.  As I unpacked my clothes and continued preparing for the presentation I would be delivering, I noticed a sign on the nightstand.  It stated, “If we do not provide your wake up call at the requested time, your stay is free!”  The small print stated that taxes and room charges still applied.

On the surface, this sign seemed like a reasonable deal.  However, as I began to get ready for bed, the sign became menacing.  What compelled them to make this offer?  How many times did they forget to provide a wake up call that required them to spend money and time marketing this promise?  What were the consequences to the guests who had overslept as a result of the hotel forgetting to give them a wake up call?  Did someone miss an important meeting, a big event or a job interview????

The seed had been planted.  I was now concerned that they would not fulfill the basic expectations of staying at their hotel: a simple wake up call.  They may as well had signs stating: “If there is no running water in the morning, breakfast is on us!”; “If we call and awaken you in the middle of the night, we will apologize profusely!”; “If you get bed bugs as a result of sleeping here, you’re gonna hate us!”  Ya’ think?

Businesses beware! When you have to promise to deliver basic expectations, you may want to take a closer look at the customer experience you’re creating.  If I expect it, don’t promise to do it: get it done.

Would you like to give a business a wake up call?  We’d love to hear your thoughts.

Republished with author's permission from original post.

Jen Kuhn
Jennifer Kuhn is a talented, energetic and enthusiastic consultant, trainer and speaker. She has provided thousands of employees, coaches and executives with guidance while they work to enhance their professional skill development. Jen's approach has been hailed by participants who were initially skeptical or resistant. Her unique and non-threatening style wins over the most jaded employee that allows them to learn and grow within their organization.


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