A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it comes to customer service, those little details can make or break a company.
“It’s the little details that are vital. Little things make big things happen.”Legendary basketball player and coach John Wooden
Little touches take customer service to another level
Property management system Webrezpro.com called out five “make or break moments in the guest experience.” Their website notes, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel. When working to create an exceptional guest experience, hoteliers would do well to remember Maya Angelou’s wise words. A seamless holiday full of five-star amenities can be overshadowed by one poor interaction with staff. On the other hand, a well dealt-with crisis can earn loyalty for life. It’s all about how your guests are left feeling when they walk away.” MORE
Thinking through customer experience details
When it comes to hospitality, I’m really picky. If I were a customer experience specialist for a hotel or Bed-and-Breakfast, I would look for all the “little things” that show attention to detail and caring—or lack thereof.
Unfortunately, in today’s institutionalized, bean-counter-obsessed world, talk is cheap. Everyone promotes their great customer service, but most fail to follow through on the level I expect. MORE
Insurance Group of Denver showcases customer service
As a major critic of insurance in general, I make special note of industry specialists who do the job right—especially when it comes to details.
Despite lackluster experiences with most insurance companies themselves, I’ve had great success working with agents who understand my consummate demand for competency, trustworthiness and responsiveness. MORE
‘Butterfly effect’ is alive and well in customer service
The “butterfly effect” holds that a seemingly insignificant, small occurrence like the flapping of a butterfly’s wings can ultimately impact weather halfway around the world.
Americanscientist.org states it this way: “The concept referred to as the butterfly effect has been embraced by popular culture, where the term is often used to emphasize the outsize significance of minute occurrences.”
Indeed, “minute” customer service occurrences can have profound impact on relationship-building. MORE
Mark Lusky is a veteran writer, storyteller and author, with 40+ years of public relations, advertising, marketing and journalism experience.
Author of A Wandering Wondering Jew… and co-author of Don’t Get Mad, Get Leverage, Mark (aka The Happy Curmudgeon) is the owner of a Denver-based marketing communications firm.