In a humorous post Josh Bernoff shares his misadventures at a Hyatt Hotel as he tried to get a chair for his hotel room. More important then just the example, is the question he asks at the end of the post. In a down economy, when people are buying less, using less, and making tough choices, shouldn’t you be offering better service?
I have been writing a lot about customer service lately, and perhaps it is because I have seen so many examples of poor service. It doesn’t seem to make sense. If you have fewer customers, take better care of the ones you have.
So my question for you – What are you doing to delight the customers you do have? How are you exceeding their expectations?