Great Service: A Bottle of Water at The Right Time

Fifteen years ago, I experienced the pinnacle of great customer service. On a hot August day, after running for hours in Central Park, I entered my hotel really sweaty. As I walked in, gasping, the doorman at my hotel offered me cold water and a towel. I was taken back, taken in and delighted by the service. For years, during presentations, I have used this story as an example of great customer service. It totally delighted me the customer and it was cheap. You have got love that. 

This year, the day after Thanksgiving, I was in California at a resort. It was 80 degrees. I went out running and as I left the entrance I was offered water. No biggy you are offered water a lot these days. So off I went. As I was jogging back, panting my way up a hill, a resort van driving down the hill approached me. The van stopped right by me, the driver leaned out and said, “Hey you! Want a bottle of water?” I was impressed. I got the feeling that at this resort vans always carry water and that I was not the first jogger to be offered it. Offering water to runners had reached to a whole new level.

These stories exemplify a basic tenant of customer service; it never stays static and can always improve. Remember how continental breakfasts at the Hampton were at best comprised of some hard rolls? Now free breakfast at the Hampton is at least two hot entrées, an assortment of bread, bagels, cereal, fresh fruit and more. In addition now Hamptons are offering breakfast to go pre-packed in bags at the front desk. What will they come up with next? I see more and more dogs in hotels; I think hot breakfasts for the dogs are next on the service frontier. There could also be a canine turndown service - now there is a visual!

Recently, I also noticed that after checking in at swanky hotels, the clerks come around in front of the desk, greet you and give you your key card in a very personable way. Apparently this was adopted from Nordstrom’s. In my fantasy the next step for this customer service strategy is that the receptionist will cry tears of joy as they come around from behind the counter, hug you and welcome you to your hotel. I can hardly wait……..

So as I said service does not say static. Great service is appreciated and makes customers loyal. What can you do to add value to your service proposition? Remember these service innovations do not have to be costly. Heck great service can be just a bottle of water – timing is everything.
For more information about developing great customer service, click here.