|Kinloch Golf Club|
I was in the Philadelphia airport recently and I was wearing a belt with a repeating Kinloch Golf Club logo. A man I had never seen before approached me, half-gestured at the belt and asked me if I was a member. I had to reacquaint myself a bit with my outfit and replied that I was not but had the pleasure of working with the staff particularly in regards to the shop. The fellow introduced himself and began his “Then you will appreciate what I am about to tell you” story.
Anticipating that cold water driving off -campus in the July Virginia heat would be well received seems almost goes without saying, but a man I had never seen before could not wait to tell me about it in the Philadelphia airport. Think about how many times he's told that story to people he does know or whenever the subject of service comes up.
|The Ritz-Carlton, Half Moon Bay|
- A warm and sincere greeting
- Anticipate each guest's needs
- Provide a fond farewell
It sits on a beautiful property in the hills, but there are plenty of gorgeous locations in San Diego. It's the "attentive" service that Trip Advisor featured in it's review and has earned my loyalty. But exactly what does the staff do that sets them apart and, more important, what can all businesses learn from their customer service techniques? The Grand Del Mar's customer service secret became very clear to me on this recent visit - the staff finds small ways to unexpectedly delight their customers and they do so by anticipating unexpressed wishes. Here is one of the many examples I noted:
My daughters discovered a small sand area near the pool. Within seconds - not minutes - a staff member casually walked by and, without saying a word, dropped off sand toys for the kids. The kids looked up and there they were , seemingly out of nowhere.
|Gran Del Mar|
I was recently on a Southwest Airlines flight and needed to take some medication. I took the pills out of my blazer pocket and by the time i had tapped the dose I needed in my hand the flight attendant who had apparently seen me holding the prescription bottle was standing next to me with a cup of water.
The serviced customer who has not requested service will be a loyal patron.
The advice seems to break down very empathetically:
- Plan around trends and patterns
- Inject yourself between the customer and a problem before it develops
- Provide resources
- Think like a customer
- When possible, know your customer - a built-in golf retail advantage