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Do You Really Know What A Great Customer Experience Looks Like?

Everyone loves and wants a great customer experience…

I recently booked a networking event for our Shakers & Stirrers group at the Hyatt Place in Old Town Scottsdale. I usually have our monthly mixers in a restaurant however decided to try something new. I had previously spoken to the General Manager, Janet Woolf-Hof about my business and was impressed at how customer service oriented the hotel was when I was there.

When I met with Stephanie Monroe in Sales I was given a tour of the event space, then Janet joined to discuss details of the mixer. Stephanie was accommodating, friendly and professional. These ladies definitely know the importance of customer experience.

Early in my career, I worked at the DTC Hyatt Hotel in Denver. I started as a server and was promoted into management. It was there that the “Hyatt Touch” was instilled in me. This was a multi-week program, specific to Hyatt. Every employee had to learn the importance of exceptional customer service with every guest interaction.  I still remember when the General Manager would visit the restaurant in the early morning to help pour coffee and juice for our guests. He would always talk to employees and guests. Hyatt really cemented the importance of each and every guest who visited the restaurant/hotel. Although this was many years ago, it is clear based on my recent interactions that the Hyatt Place in Scottsdale still offers the “Hyatt Touch” and they still believe in providing a WOW customer experience to their guests. Other businesses and organizations could really learn a lot from Hyatt’s training and how always providing your customers with the best experience, brings them back again and again!

Close up view of business seminar listeners clapping hands. Professional education, work meeting, presentation or coaching concept.Horizontal, blurred background

How do you as business owner give quality customer experiences?

  1. Ongoing quality training
  2. Hire employees and management that are friendly and professional and understand the importance of customer experience
  3. Learn from mistakes and move on
  4. Follow up immediately on complaints
  5. Comment on your Yelp & Trip Advisor reviews good or bad
  6. Have a professional, friendly, knowledgeable person answer the front desk phone at all times
  7. Greet customers at the door and thank them when they leave
  8. Be respectful of your customers needs,time and complaints
  9. Don’t discuss business problems in front of guests
  10. Go over and above for every customer. It’s the little things that count!

WOW your customers…

  1. A few more table touches
  2. Know your customers needs before they ask
  3. Take care the kids first…
  4. Treat customers like a KING/QUEEN

Great Training + Great Management = Great Employees and Great Customer Experiences

Maybe it’s time to get a Fresh Perspective on your Customer Experiences? The Hart Experience can give your business an assessment and show you what is working and where improvement is needed..

Contact Debbie Hart 602.717.3271 Debbie@thehartexperience.com www.thehartexperience.com

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