![]() We then look at how exquisite service is based upon a relationship, not a transaction. I had a great lunch yet I have no reason to return to the hotel since my experience depended on the waiter, not the establishment. Your Net Promoter Score may be positive but, according to a Bain & Co study, 60-80% of customers who describe themselves as “satisfied” do not go back to do more business with that company. When working with clients to develop exquisite service cultures, I help them distinguish between good and great. You cannot replicate when someone truly cares and genuinely wants to delight you – in fact it gives them pleasure! As the French say, he smiled with his eyes, not just his lips. ![]() He brought a human touch that had previously been missing. What a different experience this person made – he was exceptional in the way he cared for us, showed a genuine interest in our party and anticipated our needs. After the initial greetings and drinks, they allocated us a new waiter. Yet the service felt robotic and we felt like we were one of many. The service was good, the china beautiful, the waiters elegantly attired and the view delightful. We were the only ones on a small terrace. On a recent trip to Venice, our small party treated itself to a lunch at a 5-star hotel on the Grand Canal. How can you attain this level of service in your business consistently so that it becomes synonymous with your brand beginning with the first conversation or meeting? Exquisite service forges a strong bond with your clients and customers that is hard for competitors to break even in the toughest of markets if it is consistently delivered. When was the last time you experienced exquisite service? Service that made a lasting impression on you that is impossible to forget? In this age of intense competition and uncertain economic conditions, service can be a real differentiator in building a brand and growing your business.
0 Comments
Leave a Reply. |