Thank you for your outstanding service!

I have to post this one from my archives. It's from the late 90s and I'm still telling this story as an example of impeccable service. Wow!

I had the pleasure to stay at the Fairmont Banff Springs Hotel and Resort in Banff, Alberta, Canada and to discover that outstanding service is indeed alive and well in the brisk and fresh air of the Canadian Rockies. I value great service and I know it's rare, and when I encounter it and experience it, I have to acknowledge and celebrate it. To all of the associates of the Banff Springs Hotel I say thank you for your great service. I enjoyed my stay. Your attention to detail, your warmth and efficiency made my stay very relaxing, pleasurable and memorable. I will definitely return, and I will tell everyone I know about your commitment to incredible service. ( I am telling everyone I can about you!)

It wasn't a very challenging trip but one that I needed to tack on a weekend in the mountains for inspiration. Toronto to Calgary, dinner with a client, then off to Edmonton for some business and a evening with a friend. Early morning back to Calgary, business in the afternoon, re-union with friends in the evening, and then Saturday morning off for the drive into the mountains.

The trip wasn't such a big deal, but the 'context' was - a few 'major' things going on and I was not in any mood for any aggravations. I needed the weekend get-a-way and looked forward to being in the mountains again - to feel insignificant. Hey - I may be insignificant - but it's another thing to truly know you are insignificant. The mountains do that for me, and in a strange way it inspires and energizes me to be more significant.

The reservation was painless - very efficient. Checked the website and made one call and that was it. I liked that! I want to be there Saturday evening, standard stuff, and it was done. And everything worked, first time, no problems. I didn't even think about it again until I arrived. I like having that kind of confidence when I'm travelling.

So ... here I am driving up in an 88 Olds borrowed from my pal in Calgary, wearing bluejeans and boots and looking a bit like a dot com type who's lost his way and I pull into the arrivals area - valet parking I presume. First impressions are lasting impressions, and this very friendly character pops out of nowhere as I open the door with a great welcome to the Banff Springs! He's smiling - and seems incredibly 'in' to what he's doing. In a flash he's advising me of where to go, where he will put my car ("a classic," he says), how to get my car in the morning, where to check in, how to get my bags in - I feel very welcomed. Off with the bags and then into this incredibly beautiful lobby. I can feel the history. I like it.

Check in - extremely painless. No more than 30 seconds and I'm in - Wow! And my attendent is smiling. She seems happy. I'm happy. I know where to go and she told me about breakfast and the speedy checkout! What a lovely young lady! It's almost like she likes working here - wow! So far all I've met is happy, smiling people who seem to like working here - makes me feel very good that I'm staying here.

The room - perfect. The bed - wonderful. Room service - impeccable. An open window with the cool mountain breeze made everything truly outstanding. The only thing I could even dream to complain about was the elevator - it was slow - but only once. (They're under renovation and a few elevators seem to be out of service.) But with the frame of mind I was in that just gave me a few more moments to reflect on what an incredible service experience I was having.

Breakfast - a smiling face at about 7:30 was great, and the wonderful young lady led me to a table with the best view of the mountains and outlined the intricate details of the amazing buffet and stayed to chat for a while. Hey - she didn't even think about putting me behind the pillar, she wanted me to have the best view, which I appreciated very much. And you could see she liked her job. She enjoyed her work. She was my tour guide. She seemed to be sincerely and genuinely interested in my enjoyment of the food, the hotel facilities and the view. She made my day. The other servers were wonderful - attentive, talkative, efficient - breakfast was fine - and life seemed to be unfolding as it should.

Check out - fast, very fast and efficient, with smiles, and thank you's, and come agains. A call for the car - and it's on the way. A few minutes to wait but that's no problem because it provides a few more minutes to take in the view and the fresh mountain air. I get my keys and a smile and a thank you - to complete a wonderful and very memorable experience.

Wow! I am very impressed with the consistent and absolutely wonderful attitude and execution of service. And here's a kicker. There's no doubt that I paid more than compared to a few alternatives in the area but you know ... it doesn't even enter into the picture! I wanted the best and my expectations were exceeded! The service delivery was superb in every respect!

A week later I get a call at home in Toronto, from a very professional and courteous lady to do a follow up survey. I hate telemarketing calls, but she is very careful and considerate and sensitive to the time of day and my availability. She is so very pleasant. Of course I agree. The survey is very thorough. The questions relate to every service encounter - valet parking, check-in, the room, room service, specific restaurants, check-out - every aspect that a customer would ever encounter in a stay at the hotel. I answer every question with excellent, excellent, excellent! Will I return? Most definitely! Will I recommend the hotel? No doubt - to everyone! Overall rating? Outstanding! I value customer service and I will acknowledge it and celebrate it wherever I encounter it! Now I'm double wowed! I was absolutely wowed by the experience and again wowed by the survey! What an incredible commitment to service!

Overall? An absolutely perfect service encounter! Impeccable! Outstanding! Superb!

To the management and all associates of the Fairmont Banff Springs Hotel:

Thank you for your outstanding service! You are indeed the best and an inspiration for us all!

Pay Attention to Detail

I find it absolutely amazing to see what focusing on the details can reveal. Retail is detail they say, and although we all love to get into the big picture, the proof seems to always be found in the detail.

A former associate in specialty retailing once showed me how everything in a store is revealed from the detail. As an area manager charged with execution of the strategy and standards Dan could tell all from a very detailed examination of only one fixture. He would walk up to any fixture and observe - the product - was it appropriate, the folds - were they crisp, the sizing - was it easy for customers to find, the cleanliness - did anyone care, the inventory - was it replenished or in the back. From one fixture he could tell if the manager and staff were 'with the program' and cared and took pride in their work and their store, or didn't. And from that he knew what to expect with shrink results, store standards, training, selling skills, paperwork and almost everything else. All from one fixture - any fixture, as any one reflected the commitment, pride and attention to the detail of execution.

The Power of Using Names

Shep Hyken has another powerful way to wow your customers!

Want a simple strategy that will help build stronger relationships with anyone you work or do business with? It really is simple. You already know it, but it is worth reminding you of it. It is… using names.

Several months ago I was invited to a beautiful resort on an exotic island (Nevis) to present my program at a business meeting. As I walked off of the plane there was a representative from the travel company greeting me, holding a sign with my name. As soon as she identified me, she started using my name. She helped me get a cab and told the driver where to take me.

While we were driving to the airport the driver asked, "Where are you from, Mr. Hyken?" It wasn't the question that surprised me. It was that he used my name. We had a nice conversation on the way to the hotel.

Once at the hotel, the doorman greeted me by name. "Welcome to our hotel, Mr. Hyken." It was obvious that the woman at the airport informed someone I was on my way.

When I checked in the person didn't ask my name. She already had it.

The manager came out and introduced himself to me. He didn't have to ask my name. He already knew it.

On the way to my room, the bellman used my name.

I met the housekeeper later in the day. When she greeted me she asked if she was pronouncing my name properly.

Every time I walked through the lobby someone from the hotel staff acknowledged me by name. And, all of this started with the person who met me when I arrived at the airport. She had put the system to work by simply letting someone at the hotel know that I was on my way.

This was a great experience. I was truly impressed. I can't exactly describe how this constant use of my name made me feel, other than to say it was great. I felt more at home, more at ease, more comfortable – more of a guest than a customer.

It is obvious that the Four Seasons on Nevis has customer service down to an art. They are recognized as one of the top resort hotels in the world. It takes a lot of things, some big and some small, to be great. I would put using a customer's name down as small thing. It is almost just a detail. But, sometimes it is the smallest things that make the great ones great.

April Recap

The first 7 "ways" are summarized in the March archive. Here are a few more from the April posts:

8. Make exceptions to satisfy customers, and make satisfying customers the rule

"We don't put cucumbers on deli sandwiches." "Can't. Won't. Not allowed. No cucumbers. No exceptions. None at all."

"Did the cucumbers and the deli meats have an argument?" "Do they fight with the bread? Why, of the multitude of condiments you offer, do you disallow the cucumber? Have cucumber prices risen dramatically? Is there a shortage?" How ridiculous!

When a customer asks for something a little out of the ordinary we can dig our heels in and insist, "We just can't do that." But before you say no, ask yourself, "Is this just a cucumber?"

9. Break the rules to satisfy your customers

Encourage your customer-facing associates to break the rules to create a most positive and memorable experience for your customers, and then celebrate them as your heroes. Give your economy class passengers a little taste of First Class and they will love you! If your rules say "peanuts" offer them "cashews." You will create raving fans.

10. Then eliminate all of the other stupid rules

Identify and eliminate all of the stupid and mindless rules and policies that prevent your front line associates from creating a unique and memorable experience for your customers. Remove these blockages and allow the creativity and talent of your people to thrive!

11. Introduce an element of "surprise" and the "wow factor"

The most powerful way to exceed customers' expectations is to provide the element of the "unexpected" or "surprise." This creates a most positive and extremely memorable experience.

Examples: follow up service calls; thank you note and gift; sampling; unexpected secondary features of exceptional quality; CDs and USBs as gifts; chocolates. Putting "Wow" into what you do and sell isn't very hard, but it is extremely effective. For the receiver, it creates a MOMENT OF MAGIC!

12. Do follow up service calls

A follow up call to your customer demonstrates your honest commitment to their satisfaction and your sincere appreciation for doing business with you. You will create an intangible loyalty factor and an incredible number of word-of-mouth referrals.

13. Send thank you notes and gifts

As above it demonstrates your honest commitment to their satisfaction and your sincere appreciation for doing business with you. It's easy to accept for large purchases and commitments however, recognize that it is much more powerful for less expensive purchases and experiences. Think about creating customers for life and you will.

14. Give "neat" stuff away for free

You can create the element of "surprise" by empowering your front-line associates to provide samples, taste tests, special information, gadgets, gifts, chocolates, whatever they can think of - to demonstrate your sincere appreciation for doing business with you and your most fundamental desire to create a most positive and memorable experience. Your customers will be "wowed" and your people will love "wowing" your customers. This can create a most powerful formula for success and superior returns for your business.

Peanuts

If you travel often you might appreciate my need. I wanted peanuts. Sure the snack mix is good but when I sit in the seat I need real peanuts to be comfortable. Maybe it's just something I've developed over the years. So I say to the young lady, "The snack mix is OK and I don't need a drink - but I must have peanuts!" A few minutes later she brings me cashews (wow!) that she was able to 'swipe' from first class. What a memorable experience! She did that for me and made my day! Yes I'm a simple man - but little things do make a difference.

(A little learning here if I may. I paid hundreds of serious $US dollars for the flight and the 'wow' factor is a couple of packages of cashews. Sounds rather insignificant. But then again, if the stats for this site are correct the two packages of peanuts will have led me to tell about 100,000 people this month about the wonderful experience I had flying American Airlines. Gotta chew on that one for a bit.)

(A little more learning. So the young lady had to 'sort of' break the rules to satisfy and inadvertantly 'wow' a customer. Gotta think about them rules. I hope she doesn't get into trouble because from now on American will always be my first or second choice - right up there anyway. Have to let that one sink in a bit - have to break the rules to wow a customer ... hmmm.)

The "Wow!" Factor

Shep Hyken on the element of "surprise" and the "Wow!" factor.

You may have recently noticed a number of books and articles about a concept called the "Wow" factor. Many consultants and business experts have been talking about this for years, but it was probably Tom Peters who really brought it to the forefront.

The "Wow!" factor boils down to one thing; exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element of surprise into your business. The concept of Wow! yells out, "Surprise! Aren't you glad you bought from me, decided to do business with our company, etc.!"

There are many ways you and your organization can do it. Here are a few examples to illustrate the Wow! factor.

Last year I bought my wife a new car. Normally the quest for purchasing a new car is not one I look forward to, and this time was no exception. However, to my surprise, the experience was great, and the follow-up even greater. The owner of the dealership knew I was surprising my wife with the car. He called the next day, on a Sunday, to see how she liked the surprise. Wow!Wow! A few days later we received a thank you note and a fruit basket.

Recently my wife and I went out to eat at a nice restaurant. Even though we had ordered a salad and main course, the waiter thought we should have an appetizer. He brought us each a sample of three different appetizers. He said they were so good, that he didn't want us to miss the opportunity to at least try what the chef is really good at doing. Wow! By the way, guess what we will order when we go back to his restaurant? And, guess who got a big tip?

Kellogg Business School professor and marketing guru Dr. Lou Stern talks about his recent purchase of a new car. On his way home he turned on the stereo system. Wow! He couldn't believe how great it sounded. All he wanted was a nice car, good service and a luxuriously smooth ride. He knew the radio/stereo system would be good, but he didn't think it would "blow him away." This was simply a surprise bonus.

Bill Gates, multi-billionaire and chairman of Microsoft, recently wrote a book on the future of technology, The Road Ahead. Surprise! The book included a CD with the entire book and more on it to be popped into your nearest computer. He predicts that books on CD ROM will be the norm in the future. And shouldn't his book "practice what it preaches." If you travel with a laptop computer that has a CD ROM drive you don't have to even take the book with you. Just take the disk and read from the screen. Wow!

Last year I bought a fruit basket for someone from Harry and David. They are a high end catalog retailer that sells food through the mail; fruit baskets, "Pasta of the Month," etc. One day the mail came and I was surprised to find a gift box from Harry and David. I couldn't wait to open it to find out who sent me this delicious box of chocolate truffles. Surprise! It was a gift from Harry and David saying thank you for doing business with them. Wow!

The list of examples can go on and on. The "Wow" comes from, "Surprise! You weren't expecting this, were you?" How can you build this into your product or service? It doesn't always have to be something tangible that might cost a lot of money. It can be a follow up phone call or a simple thank you note. It is meant to make the customer feel good about doing business with you. I remember getting a phone call from a restaurant that some friends and I had been to the night before. I wondered why they would be calling me. Did I leave my credit card there? No, they just wanted to follow up with me to make sure I had a great meal and experience at their restaurant. That's all. Wow!

Putting Wow! into what you do and sell isn't very hard, but it is extremely effective. And I guarantee that for the receiver, it is a MOMENT OF MAGIC!

Cucumbers

My good friend Darlene Pineda loves cucumbers, enjoy.

Cucumbers. You find them in salads and sandwiches, usually not in the middle of customer service story. Unless you're me, of course! I was in a chain sandwich shop, ordering lunch. I asked for a deli sandwich on wheat, and when we got to the toppings, I asked for mustard and cucumbers and green peppers and tomatoes and lettuce … but the sales person behind the counter was shaking her head at me. "I'm sorry," she says, "but we don't put cucumbers on deli sandwiches."

"Excuse me?"

"We don't put cucumbers on deli sandwiches."

When I asked why, she had no answer. At this point three other employees strolled over, including the manager. "Can anyone tell me," I asked, "why I can't get cucumbers on my sandwich?" The manager broke into a long tale of how they just can't. Won't. Not allowed. No cucumbers. No exceptions. None at all.

"Did the cucumbers and the deli meats have an argument?" I asked, "Do they fight with the bread? Why, of the multitude of condiments you offer, do you disallow the cucumber? Have cucumber prices risen dramatically? Is there a shortage?"

The young man who had also wandered over quietly reached for a handful of cucumbers, piled them next to my sandwich, and wrapped the whole thing up before anyone could notice. Two customers behind me in line started asking if they could get cucumbers with their sandwiches. The manager's face was now red with frustration as he kept insisting that he simply could not put cucumbers on a deli sandwich. When I asked for the corporate number, he turned even redder. I paid for my sandwich (with the cucumbers hidden on the side), and as I walked away several customers stopped me to tell me how ridiculous the cucumber policy was.

Of course, when I called their corporate customer service number, they denied any knowledge of the cucumber embargo, apologized, and swore they would investigate.

In their stubborn insistence to save the cucumber, they lost not one customer, me, but all the other customers standing in line with me. They created trouble for themselves with their head office. They got themselves all upset and bothered. For what? Two slices of cucumber? Wasn't that worth an exception?

Sometimes when a customer asks for something a little out of the ordinary we can dig our heels in and insist, "We just can't do that." But before you say no, ask yourself, "Is this just a cucumber?"