Having a remarkable product is great – supporting that great product with outstanding customer service is even better – and that’s something that LEGOLAND Discovery Centre in Manchester do exceptionally well.
I went with my friends Thomas (12), Henry (6) and Lydia (6) on Saturday and it was a wonderful customer experience from walking in and being greeted by the staff to us leaving with smiles on all our faces.
The Forest Pursuit Driving School that allowed 6 year olds to drive their cars was ‘brilliant’ according to Henry, Lydia loved the Merlin’s Apprentice ride, Thomas thought the Kingdom Quest Laser ride ‘cool’ and as you can see from our reaction, the 4D film was absolutely amazing!
However, what particularly impressed me were the staff – all relatively ‘young’ (or maybe I’m just getting old!), and their approach to their customers. They ‘consistently’ impressed with their interaction, smiles and enthusiasm.
A number of things stood out:
- ‘Genuineness’ – they appeared to care about their customers and what sort of a day they were having.
- ‘Engagement’ – they interacted with their customers with real conversations, not ‘scripts’
- ‘Personalisation’ – they spotted kids with ‘Birthday badges’ and wished them happy birthday and made them feel special.
OK, you could argue that these things are what they’re supposed to do, and I agree. However it doesn’t happen that often in most businesses, and certainly not so ‘consistently’. The result? ‘Delighted’ customers who want to come back for more and are very happy to tell other people – that’s certainly what me, Thomas, Henry and Lydia will be doing!
So, when it comes to your business….
- How good are you and your people at engaging with your customers genuinely and personally?
- What do you do to help, support and encourage them to do it?
- Why not ask your customers what they think?
