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A SHOCKING CUSTOMER EXPERIENCE
How this one interaction changed my view on customer service.
THINK LIKE A MERCHANT
December 18, 2024
Customer Service is awful. While America has transformed into a service economy, the word service is used very loosely.
A cake changed my view of customer service.
That’s right, a 🎂
I was traveling in Asia with the leadership team of a publicly traded retailer that I was working for at the time.
After several days in Hong Kong, we took a morning flight to Shanghai to meet with suppliers. We checked into the Four Seasons and headed straight to the office.
That day also happened to be my birthday. I had told noone.
After a long day of meetings and a team dinner, I headed back to the hotel. What I discovered in my room shocked me.
On a room service cart in my room was a plate of fruit and a chocolate cake with the words Happy Birthday inscribed on top. There was also a card from the Four Seasons manager with birthday greetings.
😲 What the?? How? I couldn’t believe it. How would they even know? Who would do this?
After snarfing down a huge piece of cake and grabbing some sleep, I woke up determined to thank the hotel team. I also had to know how they did it. I asked the concierge as I left the hotel in the morning how this all happened.
The answer- my passport.
At check-in, the front desk noticed it was my birthday and they took initiative. They let room service know and created for me what was a memorable experience. Years later I still think about it.
What I learned from this was that creating the conditions for a great customer service experience isn’t that hard.
Meet the customer’s expectations by delivering consistently. This is table stakes.
Go above and beyond by doing the unexpected. If you’re in Ecommerce, send your customers a video or a free gift. If you’re in a Retail or Service business, hand-written notes, upgrades, or a phone call from the leader can standout.
Empower your team to take initiative on both 1 and 2 above. If they don’t feel they have the latitude to make decision and are constrained by scripts and rules, the customers will feel that.
Expect nothing in return. If you have the right team members on the front lines, they are givers.
I used these guidelines when I ran my retail startup, The Lodge, and I continue to look for this in business that I work for or advise. Most companies need to be better at this.
📚 What I read - The Monk Who Sold His Ferrari- a good book from Robin Sharma on how to lead a fulfilling life. Great for goal-oriented people in business or creative fields.
🎧 What I listened to - Mars, Inc episode of the Acquired podcast. An incredible entrepreneurial story about the secretive family behind M&Ms
🕵🏻♂️ An interesting discovery - The DJI Osmo Pocket 3. I’ve got loads of camera gear. I end up using my phone alot because I don’t want to carry it. Now with this little Osmo in my pocket, I’m snapping lots of video. Count me a fan.
*I have no affiliation with any of these businesses, just sharing things that I find interesting
That’s all for this week. I’m rooting for you!
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