The Little Things Matter in Customer Service
A few years ago, when living in Australia, I flew from Melbourne to Singapore. Just another day, another international journey.
Except that it was not just another day. It was my birthday. And nobody noticed!
As a result, the airline and the hotel that I encountered that day missed a huge opportunity to provide this customer with an extraordinary experience.
Instead, I only received their “ordinary good, everyday customer experience.” And yet, there was really no excuse for this.
While checking in for my flight, the customer service person at the counter used my passport details to create the “Express Lane” immigration card that they give out to all Business and First Class customers. That card has my birth date details.
This airline is one of my two favorites, and I had already attained Platinum Level status in their frequent flyer program, because of my loyalty and the number of long-haul trips I had made that year between Australia and Asia. Their main competitor on the Australia to Asia sector sent me a birthday card that arrived two days before this journey. But I did not receive anything from this particular carrier.
Upon arrival in Singapore I proceed to the well-established, five-star Asian hotel chain where the three-day workshop I was conducting was being held. This time the lady at the check-in counter took my passport and completed the various boxes on the hotel’s registration card. I noticed that she properly recorded both my passport details and my date of birth. Again, there was no correlation to entry of the data and the fact that it coincided with that particular date.
In reflecting upon this, I see that the hotel staff had been well trained to fill in forms quickly and efficiently. But they took no notice of the information that was being recorded. I was just another customer to be moved as quickly as possible from the check-in desk to the hotel room.
Now I did not expect birthday cakes and birthday songs from either of these organizations.
I did think, however, that they would have had systems in place so that a personal greeting would have been proffered. On the airline, the Chief Cabin Officer always walks around, introduces himself/herself, and personally welcomes aboard their FFP customers. And while this did take place during the flight, I would have been extremely pleased had he quietly said, “Oh, Mr. Howard, I see that today is your birthday. Happy Birthday from all of us at XYZ Airlines.” Instead, he only checked to see if I needed an immigration form for arrival into Singapore.
The same goes for the hotel. Why don’t they have a system in place for the General Manager or the Resident Manager to send a short birthday note to the rooms of the guests who are traveling away from home on their special day? I am not suggesting that they need to send flowers or a bottle of wine, but just a personal note (or even better a phone call) would go a long way in telling the guest that they are not just another customer in residence on a typical day.
There was nothing to fault in the normal service delivered by either of these two service providers. Both were efficient, friendly, and up to standard.
On any other day, the service delivery would have been proper and sufficient.
But this was not any other day. It was my birthday.
And hence the opportunity for an extra-ordinary customer experience was missed. By both.
KEY POINT: a customer’s birthday is a great opportunity to provide an extra-ordinary level of personal attention and/or service.
TAKING ACTION: are you capturing data about customers that could be put to better use?
Are your people real good at completing forms, yet taking no notice of the information being collected? How can you put to better use the information on customers you collect?
What important events in your customers’ lives are you overlooking?
How can you make a special day in your customer’s life even more special?
This article is partially excerpted from the book The Best of the Monday Morning Marketing Memo, which is available at Amazon in Kindle and paperback formats.