Two Secrets to Creating Customer Experiences from the Inside Out
© Holly Stiel
The next human need behind the ME sign is the craving to be acknowledged. Notice ME, pay attention to ME, make ME feel important. Focus a huddle on the various ways employees can let customers feel acknowledged. Little ways make a big difference. Remember, in service it is all about the little things. We get bitten by mosquitoes, not elephants. If a customer is waiting in line, gesture to them, and whisper I’ll be right with you. Do something that let’s the ME know that you see them. In most cases it relieves the customer’s anxiety. A simple acknowledgement works wonders.
The third human need underneath the flashing ME sign is to be remembered. As I learned in the hotel business, nothing sounds sweeter than the sound of your own name. Remembering people’s names and preferences and their last visit ensures happy customers. Of course, we have all heard this before, and many of you have extensive databases and frequent guest programs to handle this exact need. Make sure it is really being used and talk about what happens when it is used correctly. Is it being used robotically or is it being used to create an emotional connection? Having the tool is only half the equation.
The last human need behind the ME sign is to respect me. Appreciate that I am spending my time and money in your hotel and make me feel valued. Ask employees for different ways they are helping their customers to feel valued and respected. Share and celebrate best practices.
By the way, all of these ideas work for your employees as well. Listen to them, acknowledge them, remember little things about them and respect them. You may be surprised how your customer experience is positively propelled.