Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss.
In episode 20 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries.
In particular, Joey recounts the remarkable customer service that he and his family recently received during a hotel stay while traveling in Canada. Here are three customer customer service tips that Joey shares from his stay.
Upon arrival, the employee behind the check-in desk of the hotel noticed that Joey and his wife had two young sons. The hotel employee asked if he could give the children a gift, and when Joey agreed, presented a stuffed toy beaver and polar bear, branded with the hotel’s logo, along with two crowns. Joey noted the above-and-beyond approach that came from careful observation and close attention to detail, which would likely create a positive, lasting memory for the whole family.
“They key to a customer’s heart is often through their kids,” Dan commented.
See the Experience This! show notes to view a photo of Joey’s sons with their gifts.
Upon entering the hotel room, the hotel bellman offered to “orient the family to the room.” Figuring that the hotel room was likely easy to navigate, but curious about the experience, Joey agreed to the short tour and was surprised by a small but significant gesture. The bellman showed the family to the thermostat, noted that they had traveled to Canada from the United States, and demonstrated how to change the setting on the thermostat from Celsius to Fahrenheit.
Dan emphasized, “The little things really matter,” and Joey commented that through careful observation, the bellman was able to anticipate a potential need, and personalize his advice based on the family’s needs.
A potential mishap was avoided thanks to the hotel’s forward-thinking and transparency, Joey explains, when he recounts the surprising gesture that sealed his remarkable experience. Upon returning to the hotel room one day, Joey found a note from the housekeeping staff, accompanied by pairs of slippers. The note explained that a glass had been broken, and although they believed the area had been cleaned thoroughly, the hotel provided slippers for the family in the event that they wanted to be extra careful.
Later on, Joey did find a shard of glass, but was appreciative of the forthrightness of the staff. Due to that transparency, he knew what to expect and therefore the hotel avoided a possible customer service issue.
For more customer service tips and CX lessons from Episode 20 of Experience This, listen to the full episode.
Plus, find more episodes of Experience This! at smartercx.com/experience-this.