You are Guaranteed To Win and Keep More Customers Without the Missing Link
Posted by admin at 04:32 | Filed In Customer Service Tools
On a recent family visit to the English Lake District my consulting instincts were aroused. Perhaps you never lose it and look for things like the missing link.
For many years to break regular journeys to Scotland we stayed at a superb hotel. The hotel on the side of lake Ullswater offers country house accommodation, a lovely view, walks alongside the lake and superb cuisine.
In recent years our journeys to Scotland have been less frequent so when we had reason to travel to the Lake District for a few days we naturally booked into the hotel. On working out when we were last there we were amazed that the gap was 9 years.
On our journey I mentioned to my wife that I had been wondering if by installing a customer database they had removed the missing link. On previous visits we were greeted warmly but it was always as if they had never seen us before.
I had thought how easy to have a customer database recording such small things as last date of last visit, Christian names, newspaper taken, any special requirements etc? If this was in place the visit could be made much more personal and the experience enhanced to an even higher level.
Sure enough we were greeted normally with warmth and great civility. The food and accommodation could not be faulted but there was still the missing link.
As a now less active consultant it was tempting to mention how they could insert the missing link and enhance the experience. By deciding not to do so I wished to avoid possibly giving offence or a suspicion that we were not satisfied.
It led me to think however, how important it is to be aware at all times that we must strive to give the ultimate total experience to our customers. Try to have a look at your performance whether employed or in business on your own account and make sure there is no missing link.
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