Be a Customer Service Superhero

When I was in Atlanta this past August, I was lucky enough to meet Leotis Watson, the superstar Concierge at the Emory Conference Centre Hotel.

Leotis had a desk in the lobby, but it was a rare moment when you would find him sitting at the desk… instead he was constantly moving throughout the area, engaging with hotel patrons, dazzling them with his friendly smile…..making their day a little brighter.

What struck me about Mr. Watson is that he remembered my name from the first time we met (and we all know that I am not that memorable) and used my name during each of my many comings and going through the lobby.

The day I checked out of the hotel, I had an opportunity to chat with Leotis and told him how impressed I was with his superior customer service skills. His response was (I am paraphrasing….his response was much more eloquent), “Everyone is good at something. Everyone has something with which they excel. I am good at customer service, it is what I was meant to do”.

“The key to great customer service is to always be humble” said Leotis. And with that, he spied another patron entering the hotel with an armful of bags and dashed off to help.

Reminded me of a superhero….dressed impeccably in khaki’s, a starched button down shirt and a knitted vest – I am sure the cape was there……it was invisible.

Returning home I went online to Trip Advisor to see if anyone else was talking about this amazing superhero concierge. Of course they were! Comments like, “Mr. Watson at the Concierge greets you with the warmth and fervor and amazing zest for life which is so infectious” and “The Concierge was among the very best I’ve experienced in my travels ……made sure if I was standing in the lobby (and everyone else too) that I/we were being taken care of and didn’t need anything (he always called me by name)”.

Leotis Watson provided me with an experience during my stay at the Emory Conference Centre Hotel. He made me feel like he appreciated my business…..a feeling that I get very rarely these days.

Can anyone be a customer service superhero? Probably not……but many can improve their customer service by modeling Leotis’ behavior.

Here are some of them:

• Be a MacGyver!: Remember how each week Richard Dean Anderson would get out of tense situations using only a piece of duct tape, a toothpick and a swiss army knife? You can also become a Customer Service MacGyver. A friend experienced such a situation recently, “I was silly enough to let my car run out of gas, and the nearest station didn’t have fuel cans. The lady there was so nice she called her daughter to bring one from their home for me”.  No duct tape required…..simply the ability to think outside the box.
• Remember my name: The first thing we all receive when we are born is our name. When someone remembers our name and uses it properly, it speaks volumes. 
• Eat a small piece of humble pie: Leotis said it! The key to providing great customer service is being humble. The customer is not there to serve you….you are there to serve the customer and the act of doing so should be  a courteous, respectful, unpretentious exchange. 

(blog post was also published in October 7 edition of the Daily News - "Be a Superhero")

Judy

Is Your Conference Like a Pair of “2 Hour Shoes”?

Let me explain…..

These are some shoes that I own.

When I first saw them on the shelf of the shoe store I inhaled slightly, a little breathlessly like supermodels do – they were spectacular…. “I was in love”.  Soft leather to gently cradle my feet, platform heels to bring me to a respectable height, in a beautiful shade of milky cream to match…well to match everything. I tried them on in the shoe store, rolling up the pant-legs of my jeans to see how they looked in the weird little angled mirror they have specifically designed for that purpose.

Oh.My.Gawd. Perfection!

They screamed, “Buy me!”

So I did.

The perfect opportunity to wear the shoes came soon after. I slipped into a glittery gold dress and put my magical new shoes on. They were exactly as I remembered….

Like Cinderella in her glass slippers…..off to the party I went.

I made my entrance in my new shoes….standing so tall in my platforms, the high heels forcing my rear end to create a slight “booty-tooch” which belied its age.

Flash forward two hours. My feet are bare and those damn shoes….objects of torture are abandoned in a pile under my table. I am walking slightly hobbled now, blisters adorn my heels….my booty no longer “tooches”. I am mad that I bought the damn shoes and feeling terribly disappointed.

My closet contains one or two pair of 2 hour shoes…..shoes that I once coveted, believing that somehow they would make me look different, feel different. They didn't live up to expectations.

I have been to conferences that remind me a little of my “2 Hour Shoes”. Events that lure me in with a fabulous website, creative marketing and wild promises of superior education and networking opportunities. Don't get me wrong, those are all great things......but only if they deliver.

Day one – fabulous

Day two – face palm…..disappointment….can’t get out of there fast enough

Hobbled with disappointment….barely getting through it, hating each and every step – looking for a way out. Fly home mad thinking about wasted time and money.

  

My office drawer contains one or two lanyards…..lanyards from conferences that cost me a lot of money to attend and unfortunately…..failed to deliver. They simply didn’t live up to the hype.

Last year I wrote a post called, “Pricing Disappointment” where I said, “You cannot put a price-tag on disappointment especially if it is a disappointing experience”.

In many situations you have only one opportunity to make a good first impression: to attendees, to sponsors, to stakeholders.

For a conference planner, there is only one thing worse than attending a crappy conference...and that is planning one.

Here are some tips:

• Don’t over-promise and under-deliver
• Promote clear goals and objectives
• Be honest
• Be transparent
• Be authentic

Judy 
(Stay tuned for my next blog post: "Green Meetings - Put a Bird on it!")

A Whale of a Tale

“No woman should work this hard on her birthday!”

That was just one of the many comments that I heard while talking with customers in line at the Olde Creek Store in Dawson Creek last week. The mood was positively festive! Customers were smiling, and not one bit concerned about having to wait a wee bit during the busier moments throughout the day.

What began in 2004 as a unique way for store owner, Tanya Machula, to celebrate her 40^th birthday (a birthday that many of us wish to forget), has become a highly anticipated annual event. You see…..that first year Tanya didn’t just give 20% off, or even 30% off…..instead she offered her customers a whopping 40% off! For the past 8 years that percentage has grown in direct relation to Tanya’s age and last week the sale was 48% off storewide.

Tanya’s Birthday Sale is a perfect example of something called “Lagniappe” (pronounced Lan Yap)

What the heck is lagniappe? Let me explain…two years ago I stumbled across a very cool website by Stan Phelps. His blog was all about this strange thing called “Lagniappe” and something that he called his “Purple Goldfish Project”. I was intrigued.

Phelps defined Marketing Lagniappe or Purple Goldfish as any time a business goes above and beyond to provide a little something extra for the customer. He also described it as Marketing G.L.U.E. (Giving Little Unexpected Extras). The blog was filled with great examples of Marketing Lagniappe and his book, “What’s Your Purple Goldfish? How to Win Customers and Influence Word of Mouth” will definitely make you think.

The concept resonated with me so deeply that I have never forgotten about it. In fact, I watch for examples of Purple Goldfish wherever I go and if I see a cool one…I either blog about it or tweet about it.

Tanya’s sale is wonderful example! In fact, it is the WHALE of a Purple Goldfish!

And the best part? Tanya’s unique marketing approach isn’t another fish story….it is authentic, it is sincere…..it is real.

Even more unusual is her marketing approach for the annual sale. There is no designated twitter hashtag, no radio ad campaigns….she shares the information via facebook, an email newsletter and signage at the store.

I particularly loved the sign at the store entrance titled, “Tanya’s Birthday Sale Rules”. The last rule was: “Have fun and be gentle with other customers”.

“Gratitude is an attitude” and when business owners live that statement each and every day, Marketing Lagniappe can come easily.

Other great examples of lagniappe:

·   Being served a free beverage or appetizer while waiting in line at your favourite restaurant;

·   A note or a treat waiting in your room at a hotel where you have previously stayed;

·   Dealerships who clean your car (inside & out) when you bring it in for servicing;

·   A hotel which offers a safety check-in for those guests who like to go for a solitary jog in the a.m. or p.m.;

·   A dental office which allows you to “plug in” your ipod or iphone and listen to your own playlist during your appointment (music can assist with anxiety)

Have I got you hooked on looking for Purple Goldfish? If you see one, you can always go to www.marketinglagniappe.com and share it on the Purple Goldfish Project page. While you are there, take a minute and read through all of the others that have been submitted. They are pretty amazing!

The Power of '10'

Generally, we arrive at our destinations tired, a little out of sorts, looking forward to getting into that hotel room, catching our breath and relaxing. I am no exception. Last week when I arrived in Portland for the GMIC Sustainable Meetings Conference all I wanted to do was get into my room, take my shoes off and kick back for a while. Traveling can be stressful!

Arriving at the airport in Portland, I was a little confused at which MAX line ticket I required. A very nice guy assisted me with my purchase and then said, “I am driving the train you are on today Miss…I will make sure you get on the right one”. I began to relax.

Hopping on the train, I grab a seat and look at the map on the wall. Of course, the MAX driver is unable to assist me now (he has to drive the train), but the gal sitting next to me pointed out which stop was mine. Knowing this, I now can enjoy the ride. I relaxed a little more.

Disembarking at my stop, I am momentarily disoriented. I swing around 360 degrees trying to determine the proximity of the hotel to my location. I look up, and see the Doubletree logo illuminated….I am less than a city block away. My posture immediately softens, I laugh at myself a little (such a worry-wart I am), and I begin to make my way to my conference hotel.

Whoosh! The doors to the Doubletree Hotel Portland open and I immediately spy the registration desk. I am greeted by not one, but three employees as I make my way to the registration desk. “Welcome”, and “Hello”, they say to me and one offers to assist me with my luggage.

Three minutes later, and after the registration clerk properly pronounced my last name (“I am Polish as well” she explains), I am provided directions to my room, handed a warm cookie and sent on my way. Anxiety free……totally relaxed.

What is wrong with this picture? Absolutely nothing. For the first time, I am arriving at my destination having experienced a trouble free, anxiety free, travel and check in process.

You would think that this story ends here….but of course, it doesn’t. I had begun to notice that the employees at the Doubletree Hotel Portland all wore pins on their uniforms. These pins, while some in different colours, all said the same thing. They simply said, ‘10’.

Approaching Steve Faulstick, AGM Doubletree Portland, I said, “I love your ‘10’ pin! How can I get one?” Smiling, he immediately removed it from his lapel and replied, “take mine”. Now…although I am not one of those people who bedazzle themselves with pins (my husband will disagree, I kinda do), I was actually curious as to the purpose of the pin. I had a good idea that it had something to do with customer service (see the pic of Steve’s pin), but I wanted to know the story around it.

Here is what he told me:

What is the significance of the pin?: It is our pledge to delivering a ‘10’ experience for our guests.

They certainly delivered on that pledge! Warm cookies and proper pronunciation of my name at check in set the tone for service. I know it sounds simple, but my name gets butchered so often that it is a pleasant surprise when said correctly.

Does everyone wear the pin? It is part of the uniform. We are consistent throughout and everyone wears them, although different colours are available.

I did notice that some wore black pins, others wore hot pink. Steve’s pin was a little different (see pic)

When did the pin program begin? About 8 years ago with Doubletree

What kind of results have you seen since the program began? It has provided three great things for us: 1) A ‘badge’ of personal commitment by our team members. 2) A ‘sign’ of our commitment for our guests to see. 3) A great ‘engagement’ tool. Customers ask all of us daily what it is for, and gives us a good chance to ensure their experience has been a 10, and if not, we can turn things around for them!

You notice that Steve used the words “team members” – they are not employees, they are part of a team. The pins are a constant reminder to the team members of their commitment to providing a great experience.

Is the pin specific to this hotel or part of a corporate program? It’s available to all Doubletree Hotels.

Steve also thanked me for my interest and repeated that he “hoped my experience at the hotel is a ‘10’ so far!” which didn’t surprise me. Steve’s commitment to excellent customer service, and experience is evident in the way that he personally responds to online concerns regarding the hotel. For example: Steve reviews the TripAdvisor comments for the hotel, and personally responds to individual concerns. Amazing! Who wouldn’t want to stay at a hotel like this where your concerns are taken so seriously?

Thank you Steve Faulstick and the great Doubletree Portland staff who made my stay so comfortable. Thank you to the MAX driver who eased my anxiety and assisted me with the train. Thank you Portland…you are a ‘10’!

Judy

Things we can learn from the Super Bowl

We can learn a lot from the recent Super Bowl. We can learn that no matter how famous a celebrity and how often she might have sung the National Anthem, she may still benefit from a teleprompter. We can learn that even when John the technical guy said he plugged in Fergie’s mic, we might still want to double check to confirm so that her voice doesn’t mysteriously cut in and out during the half time show, making her sound like a commercial for dropped calls. Yes, we can learn these things.

I think the most important lesson though is never, ever, ever (did I say ever?) over promise on something and then not be able to make it happen.

It doesn’t work in relationships, it doesn’t work in business and it certainly didn’t work at the Super Bowl.

What am I talking about? You may have already heard about this story. Apparently, leading up to the Super Bowl, additional temporary seating for spectators was to be added to the stadium and tickets were sold for these temporary seats. Unfortunately, “incomplete installation of temporary seats in a limited number of sections made the seats unusable” (USAToday.com). So, what did this mean for those unlucky fans that purchased tickets for those seats? Many fans were found seats elsewhere, but reports state that approximately 400 did not and were forced to watch the game on a television set like commoners (aka – everyone else in the world). As one displaced spectator said in an interview, “I have cried three times today”.

Word in the blogsphere is that these fans were offered their money back, but to die hard football fans, all the money in the world wouldn’t ease the disappointment that they were feeling. It certainly wouldn’t cover 100% of the travel expenses or make them feel any better about painting themselves from head to toe in green paint which now seems silly considering they were going to have to watch the game from the T.G.I. Friday in their hotel. (Actually – the fans were taken to an area within the stadium where large screens had been erected for them to watch the game).

Sports fans are passionate. They can handle a lot of things, but they can’t handle it when things aren’t fair. The fact that they were sold something that either didn’t exist or wasn’t ready, wasn’t fair. They won’t forget…..ever.

Building additional seating so that more fans can enjoy the experience was laudable. Not having them completed in time for the big event, was a risk that they shouldn’t have taken.

You have heard the saying, “If we build it, they will come”….well these event organizers should have said, “If we build it, we will make sure it’s done”.

What kind of lesson’s can we learn? Well, we can learn never to assume anything. They assumed Christina would know the words, they assumed that the audio was fool proof, someone assumed that someone else had made sure the additional seating was complete. And you know what they say about assuming……yup, that’s right.

Update: It is reported that NFL officials have so far contacted 260 of the 400 fans that had to watch the game on television screens inside the stadium. Those fans can accept $2,400 and a ticket for next year’s Super Bowl, or a ticket for any future Super Bowl plus airfare and hotel accommodations.

Believe it or not, for many, that still won’t be enough compensation.

Lowered Expectations.....

_lowered Expectations

This morning I was reading through my twitter timeline and stumbled across a great blog article which came to me via Robin Walker (@RobinWalker – great person to follow, hilarious tweets, great links) It was called “Warm Bread is not Toast” by Chris Brogan (www.chrisbrogan.com) and it spoke about the difference between “good enough” and “close enough” in business. It was a great article and the warm bread vs toast illustrated his point perfectly.

So, I basked for a moment in the afterglow that comes after reading something really brilliant and happened to glance below the post in the “related post” column. The top title “Warm the Mug” caught my eye and I clicked on it.

You have to read it. It was a short blurb describing a customer service experience that met and exceeded expectations. It spoke to an experience wherein the server not only provided “expected service”, but understood the finer nuances of exceptional customer service and delivered. Brogan was so impressed, he wrote about it.

It brought to mind a recent conversation I had with a friend who had just spent the evening having dinner at a trendy restaurant with her husband. She said they had received great service. I was intrigued and I asked her to tell me what prompted her to say that it was great service. Well, she said….the server was friendly, the food was warm and tasty and the kitchen was really understanding when she had to send her meat back the first time because it was a little undercooked. Really…I replied? Servers are supposed to be friendly, the food is supposed to taste good and honestly, it should have been cooked properly the first time. This is what a restaurant is supposed to do. You are confusing great service with it barely meeting minimum expectations.

Are we so desensitized by the poor service that we have received in the past, that we are now confusing superior/great service with the simple act of being served? Are we just happy that no one was rude, that we didn’t have to confront someone or defend ourselves? Are we happy that we didn’t have to renegotiate the bill, ask to speak to the manager or raise our voice? Have we become satisfied with mediocrity?

Was it close enough….yes, but really….was it good enough? No.

We can learn alot from Andrea, the exceptional server who warmed Brogan’s coffee mug.

1. Little things DO matter: Never forget the details – they are often what is remembered
2. Anticipate need: Like a chess game, always be one step ahead of your customer and their needs
3. Be Professional: Be the very best you can be at whatever you do – be a professional

Judy