Well, I'm back on the road again. Not travelling to any warm, tropical climes, mind you...but you'll not find me complaining. Not in this economy. I'm very thankful to have had my contract renewed in addition to picking up a couple of new clients. I'm reminded of another characteristic of great customer service that keeps your clients coming back...
In my winter travels to South Dakota (see, I told you it wasn't tropical) I've had the good fortune of finding a couple of great hotels. In Sioux Falls, my choice is the Courtyard by Marriott, in Mitchell, it's the Hampton Inn. One of the biggest reasons I frequent these properties is that they make me feel welcome. I don't mean that they give the customary greeting, look at my record to remind them of my name and then welcome me back.
No, both the staffs at these hotels know my name (and the correct pronunciation) greet me with HUGE smiles, brimming enthusiasm and the first thing out of their mouths is usually: "HEY! Capiz! You're BACK!!! We're so glad you're HERE!" If I miss a visit or have to rearrange my schedule, on either occasion, I've been met with either: "It's been a while!" or..."We were looking forward to your visit, and were disappointed when you cancelled!" If I did guilt, I might find these reactions inducing it.
But the real point here is that without prompting, the people in every position from the General Manager, to the housekeeping staff and everyone in between are genuinely happy to see me, we share quick updates with our goings on, and they go out of their way to make me feel welcome. (More about that in another blog.) I know it's something I always talk about, but it truly IS about how you establish, nourish and grow relationships with customers. These two hotels certainly have MY loyalty!
Now if they would just do something about these sub-zero temperatures...BRRRR!
