It all started when the lens broke on my good camera before I had even taken a single picture at the Ranch. My first reaction was to assume it was my own problem to deal with, as I was “only” a guest instructor, not a paying guest. That would have been a mistake, as the Ranch staff made sure to listen, then act to find a solution. The manager told me the options, gave me a realistic time frame, and a promise to keep me up to date. I went away feeling valued (this is also a good time to let you know that all photos in this post are from my iPhone due to that broken Canon).
Listen / Pay Attention
Find a Solution
Customer Feels Valued
Places and people that are excellent at customer service are easy to overlook because they make it look so natural and seamless, which means it can go unnoticed. Of course, that’s the point most of the time, right?!Do you know & practice the two components of customer service in your life? Click To Tweet
Once I consciously looked for examples of customer service, I realized I was surrounded by it. Staff on the Ranch always:
say hello every time they see you; from the concierge to the landscapers
step aside to let you pass on the pathways
remember that you like butter on your oatmeal and have it ready for you
help with special requests (such as picking up a particular piñata in a town 40 miles away)
pick up trash and keep all pathways clear so it’s easy to walk, especially at night
start and end classes on time
have hot water and coffee ready in the lounge areas (you will NOT find lukewarm water that ruins your tea)
ask how they can make your stay better
take guest feedback and act on it (from the fitness program to the garden sculptures to breakfast outdoors by the Villa Pool)
One example that really helped me understand why they are so consistently ranked as #1 involved a couple who came in to the front reception to ask how to build a fire in their room’s fireplace. The staff person asked if they would prefer to have the staff light the fire, what time, and how often? She then promised to send someone every day to light their fire in the evening. She could have answered their question literally and told them how to build the fire. Instead she answered their underlying desire by arranging for a daily fire.
That got me to wondering how I could become better at creating customer service to my clients and students. Can I smile more? Can I ask how to be helpful more often? Can I anticipate their needs? Can I provide the extra “oomph” that creates a quality experience? It turns out I can do that. It’s not about feeling subservient; it’s about working as an equal to enhance our mutual experience. I’ll give some examples, and see if you think I hit the mark.
As part of the programming, I taught the choreography for Thriller for two dance classes for guests. They asked for an extra class to really “get” the choreography. Even though I could have declined with no backlash to me, I met with the students for an extra hour. They felt valued as guests, and I got an extra hour of practice while making friends.
During an interval class with treadmills, bikes and the elliptical machine, I brought water and towels to the guests as they got thirsty and sweaty. They didn’t have to stop their workout, and I felt good knowing I was helping them reach their fitness goals.
I memorized the names of a few of the most outstanding staff members, then found their managers to let them know about their excellence (and yes, I also leave tips).
Sometimes the most obvious things, such as being kind or doing an extra little something, are the easiest to miss or skip. Yet how you spend your time shows what you value. If I spend my time providing customer service, that aligns with the fact that I value people and kindness. Tomorrow I plan to consciously seek out at least four opportunities to provide good customer service. Eventually it might become a habit. And who knows? Maybe my little ripple in the pond will create a ripple effect that brings a bit of light to someone who has too much darkness and needs that light. Hmmm, now that brings me to the philosophical question of whether altruism is inherently selfish. But that’s for another day. For now, let us know how YOU provide excellent customer service.