People will forget what you said, people will forget what you did, but people will never forget how you made them feel, Maya Angelou
Are You/Your Property/Your Company in tune and alignment with what You portray? Are You/Your Property/Your Company behaving as such. We need to breath our Brand. Act as If doesn’t work, You are what Are, and if you listen to your customer, they WILL help you align, they will tell you when you are drifting and they will define the Brand, just be open to the feedback, the ridicule when you aren’t behaving appropriately, the slamming when you drop the ball, but also, the basking in the success when you embrace the customer and you are in alignment.
Becky Carroll from Customers Rock, (if you don’t follow Becky, here is her link, she has great marketing and customer service ideas, check her out hereà http://customersrock.wordpress.com/ ) recently did some posts on Five Star Service. Five Star Service is not expensive, luxurious, or lush. From my corporate days, I would fly weekly from Detroit to Chicago via Southwest every Tuesday morning, conduct business that day in Chicago, then fly Northwest from Chicago to Minneapolis. Southwest has the cattle call lines, no assigned seats, no frills, sometimes even a middle row seat. Northwest has First Class, almost every flight, however, I liked, I enjoyed, I laughed with, I had a favorable experience with, Southwest, Southwest made me Feel Good. Herb Kelleher somehow figured out how to deliver a consistent, value driven experience, and permitted his employees to fix it when it wasn’t. That is amazing, and, they are highly profitable. This isn’t new news, and lots has been written about the Southwest greatness, but, there are lots of folks who would never fly Southwest, so the point is “Client service excellence, just as with beauty, is in the eye of the beholder”!
Your thoughts and comments, Do You Feel You have control over how Your Residents Feel?