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Thought Challenge 4-28-14
The D&D Daily e-Newsletter for the LP & Safety Industry
 


Thought Challenge
 

Reinvigorating Customer Service
 

By Kevin Larson
Sr. Manager of LP Operations
The Kroger Co.


We all talk about it... But do we really do it? Like many of you, I spend countless hours traveling on airplanes, through hotel lobbies and dining in various establishments. And if you travel with any regularity, you probably have access to some of the “upgrades” of life on the road. Sometimes, I think our hard work and results are measured by whether or not we are Platinum, Executive, Premier or Gold status.

During some recent trips, I came across what I would classify as “reinvigorating customer service”. The first trip involved my wife and I traveling to Maui and spending a night at the world renowned Ritz-Carlton Resort. We all have heard about and maybe experienced the customer service level that one receives at the Ritz Carlton properties, but what we got was nothing short of amazing. It started prior to our arrival when my wife commented on one of their Facebook page posts. The VIP manager responded with “Mrs. Larson, we are looking forward to your visit in a few days and hope that you and Mr. Larson enjoy your 15th Wedding anniversary! Congratulations and Aloha."

I immediately thought. “Okay, so they do a nice job of monitoring their Facebook page”. But wait...this was only the beginning. Upon arrival, we were greeted like Island Royalty. Following checking into the room, I walked through the lobby and I was greeted by a new Ritz Carlton face. “Aloha, Mr. Larson, welcome to Maui and I hope you enjoy your time with us, Happy Anniversary!” Okay, this was starting to get a little creepy!

And now, just last week. We were spending time at the JW Marriott Resort in Scottsdale, AZ. We were provided access to their Griffin Club, their 21 and over concierge lounge that includes daily made to order breakfast, lunch, dinner and drinks. And once again, a staff that provides “reinvigorating customer service”. It starts with them simply asking your name upon arrival to the lounge and from there blossoms into a Customer Service utopia. All it takes is one introduction and they have your name and what seems like your entire itinerary embedded in their memory. They ask you how your day was, did you have a good work-out and how did you enjoy the spa. We met a guest in the lounge that told us that when her sister passed away a week prior to her visit, the Griffon Club sent flowers to the funeral. I learned that the JW Marriott does not put just anyone into these concierge lounge positions. You have to be promoted to work in the lounge and that it is considered one of the premier positions in the resort and I can see why. I asked them what their trick of the trade was and they stated it was all about repetition. Sure the free drinks are great, but who does not love great customer service.

When we experience these service levels during our travels, shopping excursions or a dinner at our favorite restaurant, it can sometimes can make us feel a like uneasy. How do you respond to such levels of service? At first you are taken back, a little stunned and it may even feel awkward. But let’s face it, we enjoy it, crave it and keep coming back to it.

Every day, companies talk about “providing a superior level of customer service”, “putting the customer first”. Many companies develop strategies and value/mission statements around customer service. The reality is that these strategies, commitments and goals are only as good as the paper and Power Point slides they are written on. It requires the boots on the ground; your store and company associates at every level to make the service utopia come to life.

No one will care how good your products are if you do a poor job delivering them. Customers appreciate care and attention, and they will sometimes pay a little more and continue to come back time after time when they receive it. They will vote with their feet.

As Loss Prevention professionals, it is our challenge to deliver that “reinvigorating customer service.” Our customers are both internal and external and whether you’re processing a shoplifter, conducting an investigation, walking the hallway or walking a store. A day should not go by that we are not going out of our way to provide that “reinvigorating customer service.” Every time, we meet a customer in a store we often say “Welcome to ____, please let me know if there is anything I can help you find”. But really...how often do we mean it? Does it just become routine? I am convinced that the customer experience I received during my recent travels can exist at any company. There are countless reasons for companies and associates to get to know their customers. Companies have associates that just flat out get it and know what amazing customer service is all about.
 

 

 

Thought Challenge 4-28-14
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