Mentalsidewalk

It is ironic how people in the service industry at times haven’t a clue about what service really means.  so many seem to be clueless about how the little things that they do and say have the greatest impact in their business.

We all know that in our personal relationships it is all about the little things that we do for each other that has the greatest impact.  Well lets be honest, most know yet very few do it.  

What we have to keep in mind when we deal with our clients is that there is no difference in that principle.  They are relationships as well and all relationships are build on a foundation that consist of the little things that we do.  

I just check into a beautiful Fairmont.  Before I continue on this specific experience I do have to say that the fairmont over all has great service.  I was at another Fairmont 2 days ago and I recall making a comment how polite all the employees were.

Obviously I am leading to an experience that did not sit to favorably this morning.  There was a minor issue during my checkin.  Those that travel a lot know it becomes natural instinct to always ask for something extra in such situations.  

I asked if there is something he can do for the trouble, maybe an upgrade.  He went on to say that we already bumped you up to the best room we have, corner view of the bay and the mountains.  

RULE #1: If you are going to give something to your clients, always put value on it.  He already gave me the upgrade without letting me know he was doing that for initial trouble.

So, I asked if there is anything else they can do?

There came his blinded response.  Which seems like the fundamental thought process of most people dealing with their clients. 

“We cannot do anything more because we are fully booked.”  

Wow! If the hotel was not fully booked, you would do something extra?  This is how we treat our clients in most cases, go above and beyond, that extra little step when our state of mind is reactive in building our business.  But when we have what we need, when the sale is done, when we have hit our quota etc…Then our clients have a little less value to us. 

One of the main things we need to remember as sales people, leaders, customer service is that every thing that we do, everything that we say has an emotional impact on others.  Every decision that we make is based on emotion which is catapulted based on our past experiences and then justified by logic.

Never value people based on your immediate state.  

p.s – It is a great upgrade he gave me.

Fred Sarkari