Yet, exceptional Customer Service spurs the Memorable Experience. We seek those who are kind, attentive, respectful and polite. These “touches” are invaluable. Use my name, and I am sold!
In retail, the opportunities are ever present to caress that Customer with love. You have credit card and reservation information; therefore, you have my name and can use that as you engage me.
At the hotel Front Desk, I introduce myself, you call up my name on the system and I give you my credit card. There is no doubt of my identity. Use my name as you check me in and direct me to my room. Any follow-up call to my room should be preceded with my name. You make me feel important and special.
At your restaurant, I place my name for a reservation. You have this in your “book”. The hostess or maître d’ should use my name, as I am escorted to my table. My waiter (information is easily shared) should also know my name. Certainly, after the meal, most likely paid for by credit card, I should be thanked, formally.
When I fly, my information is prevalent. You know me at the Ticketing Counter. As I board the plane, you have my pass. On-board, you even have my seat number. As we become even more tech-savvy, those stewardesses in the future may use that information at hand (certainly in First Class) - “Another glass of champagne, Mr. Hendrie?”
My Experience is still prompted by a number, but the face-to-face engagement is wide open for interpretation and manipulation. Elevate that Experience! Use of my name takes the transaction to another level - it cuts through the clutter and clatter. I like it, and I will remember that “touch”.
John Hendrie is the author of the LRA blog 'A Guy Walks In'. LRA is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of quality assurance, mystery shopping, research, training and consulting solutions to help them do so.
Today, we are a growing company operating in more than 120 countries throughout the world, servicing our clients from offices and resources in the Americas, EMEA and Asia Pacific regions and helping clients such as Starwood Hotels & Resorts Worldwide, the National Football League, Avis Budget Group, Madison Square Garden, the Cosmopolitan of Las Vegas and Mandarin Oriental Hotel Group deliver exceptional customer experiences. Every touch. Every time. For more information, visit www.LRAworldwide.com.
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