Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Unexpected good customer service that delights is memorable

Mark Fletcher
March 6th, 2014 · No Comments

unexpectedOn checking out of a hotel overseas at 4:30am a couple of weeks ago they gave me this breakfast to go package: yogurt, a croissant, a fruit danish, butter, jam, a bottle of water and an apple. I had a long drive to the airport and the food was a welcome start to the day.

The hotel did not need to provide breakfast, there was no commitment they would. It was a complete surprise. A delightful and delicious surprise.

Here it is a couple of weeks later and it’s memorable to me.

It’s hard for large hotels to provide genuinely personal service. This hotel has 500 rooms. They were at 100% occupancy during my stay yet them had processes in place to know that I was leaving early and would have a bit of a drive ahead and could therefore use a breakfast to go. They provided a service as personal and appreciated as I’d expect from a tiny boutique hotel or a B&B.

How can we do this in our newsagencies? – have systems and processes in place to help us consistently provide extra services that delight our customers. Such memorable service is key to business growth now more than ever.

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Category: Customer Service

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