It’s the Little Things That Count in Customer Service

At the invitation of the Dubai Tourism Authority, I recently traveled to the United Arab Emirates for a speaking engagement. I was really looking forward to the trip, including my flight with Emirates Airlines and a seat in Business Class. I had heard about the airline’s legendary service for quite some time and was looking forward to the advertised lounge and showers in Business and First Class. I was disappointed to learn that the aircraft I was on did not feature those amenities. They did however offer an excellent experience on a very long flight.

Since an experience occurs moment by moment and strung together it is those moments that create our memories, I thought I would share a few of the service moments I noticed on my trip. As you read them, imagine how these touches could be adapted to your business; I am doing the same. It is a good lesson in innovative thinking to look outside your own industry to learn how to apply it to your business.

I had forgotten the name tag for my luggage and asked for one at the counter. I expected a paper name tag, but instead I received a sturdy red plastic case that protected my personal information with a cover. It had the look and feel of luxury. What do items like pens, paper and other giveaways say about your business?

As I was checking in and filling out the new name tag, I was never asked to put my luggage on the scale. Instead, the airline sent someone over immediately to do it for me. Do you add an extra touch without being asked, and have things happen seemingly by magic?

A very beautiful flight attendant made a personal connection immediately. Oh how I loved seeing great looking flight attendants that appreciated the fact that they had a good job with a company that took good care of them with salary and benefits. The uniforms immediately evoke a feeling of the exotic and romantic and let you know you are flying into a different culture. What is the feeling your customer has when they interact with you or your staff?

Upon take off, I was brought an extra cushy foam pad to make the seat more comfortable and the seats had a variety of massage settings.  Again, a surprise I wasn’t expecting.  To me that gesture said we want you to feel as comfortable as possible. Do you make it comfortable for your customers to do business with you?

While I didn’t really take advantage of it, there were more than 500 movie selections plus music and TV shows. Including entertainment for all ages and a wide range of tastes illustrates we have anticipated your needs. The idea of having something for everyone may not be necessary in every business, but the idea of anticipating as much as possible is a good plan.

While socks and eye shades and a nice amenity kit are all standard issue in the front of the plane, the eye shades on Emirates Airlines were soft and the amenities were Bulgari, not private label. Are you doing things because you think you have to, or are you making sure every gesture matters?

Upon awakening from a nap, I noticed tiny ceiling lights that went from day to night; it was like looking at stars in the sky. A nice touch and an attention to detail that helped make a sterile environment more pleasant. Are there any little things you can do to improve the look and feel of your environment?

It doesn’t have to cost a lot of money to make someone feel welcome. I liked the fact that there were fresh flowers in the cabin and the rest rooms were supplied with toothpaste and brushes, creams, combs and a magnifying mirror. The food was delicious and was beautifully presented.

What are some of the things you are doing to make your customer’s experience memorable?