Service Untitled

The luxurious and extravagant hotel on the island of Palm Beach, Florida touting two turrets with waving flags reminiscent of a Roman palace immediately creates the illusion of a magical kingdom fit for the most discriminating clientele. Listed on the National Register of Historic Places, the Breakers Hotel sits on 140 acres of manicured lawns, hedges, pools, spas, hotel rooms, and exquisite restaurants. The staff ranges from 1600 to 1800 depending on the time of year and covers 50 languages. From the moment one arrives, the promise of a truly regal customer experience is realized.

So it came to be my family’s desired location for Christmas dinner; the dinner buffet in the Ponce de Leon Ballroom. And the “WOW” customer service experience began. From the smiles of the welcoming staff as we drove up to the grand entrance, to the lobby with the vaulted ceilings, tufted sofas, and the attentive service personnel ready to direct their guests to whatever direction they might be headed, ensured a lasting family memory.

At one time buffets were designed, at least from the customer point of view as an “all you can eat” experience where massive quantities of food were presented without much thought to presentation. Today’s guests expect elegance, upscale ambiance, an easy traffic-flow to navigate through different stations, and an upbeat and attentive staff.  So how did the Breakers exceed customer expectations?

Two hostesses greeted us as we approached the dining room and within moments led us to our table. A live band played soft music; the saxophonist was incredibly talented. The buffet was set up on both sides to accommodate either section of the dining room with an exquisite dessert table set off to the side. There was never more than a few moments wait to scoop up a delectable selection of food ranging from salads, cold displays of jumbo shrimp, oysters and little neck clams, to caviar, hot buffet items, and carving stations; each selection skillfully presented amid a backdrop of exquisite Christmas decorations, ribbons, and wreaths. After all isn’t presentation at least 50 percent of a buffet’s appeal? The wait staff was able to anticipate and react to their guests requests, and were knowledgeable about vegan, vegetarian, and gluten-free diets including questions about ingredients for food sensitive diners.  Managers in well tailored suits, hostesses in professional holiday fashion, and waiters anxious to please and attentive to every detail knew when to approach and when to leave guests to the privacy of their special family moments.

A good buffet showcase such as the Christmas Day Dinner is more than just a fine dining experience.  It actually serves as a showcase for banquets and special services. The ability of this extraordinary customer experience draws people into the hotel who may not normally visit, but who have been so impressed by the services and venue may now one day plan a wedding, social occasion, or business conference. And from this experience comes our family telling our other relatives what a wonderful afternoon we spent at the Breakers, and the good reviews pass on and on. Of course, the story of this exceptional experience can’t be complete until I mention a few of the desserts which included gourmet hot chocolate shots, peppermint bark, walnut rum balls, and egg nog mousse martinis. There just wasn’t a frown in the place!

The National Retail Federation estimates the average jolly holiday shopper will conservatively spend $750 for family and friends this season. Of course that includes gifts, decorations, and greeting cards which we all like to share as the joys of the season take over our common sense. What we don’t like however, are problems with the merchandise or services we purchase. Therefore customers are more likely to shop at the competition when customer service perfection fails. Sadly the loss of business can be from one bad experience and how it is handled, so the pressure’s on.

For many shoppers, the local mall is the venue of choice for holiday gifts. There’s convenience in parking, a wide selection of merchandise, and often last minute sales  even beat the price of online shopping. The most popular products for gifts include toys, electronics, and clothing, and here is where retailers definitely find it imperative to put their best foot forward to not only lure shoppers into their stores, but build up enough confidence and satisfactions that these shoppers will want to return – perhaps even in January when sales notoriously slump. And even though customers always want to cut corners when it comes to getting a bargain, never underestimate the power of excellent customer service.

When time is almost always at a premium, statistics have stayed constant showing shoppers still willing to pay extra for superior customer service. If two stores in the mall carry the same merchandise, but one store excels in pleasing customers and presents that ‘wow” experience we all dream of when shopping, customers still swing towards the near perfect experience. So what are some of the customer service “need to master” skills in order to create that exceptional experience ? Here are the top three:

• Be enthusiastic when customers enter your store. Make customers feel comfortable – not necessarily by overwhelming them by trailing them around the store, but be helpful. Is there no better feeling when shopping then not having to search around an entire store for the product and having a sales representative available to answer questions or help a shopper find a specific size or color? Customer service representatives should like their jobs; it’s quite apparent when an employee is just counting down the hours until their shift is over. Have a great training program, and hire the best you can afford. It’s not about having warm bodies to ring up sales; it’s about having employees who add to the importance of your business by representing it with knowledge, honesty, and enthusiasm.
• Customer service representatives should be thoroughly familiar with what their business offers. The sales process begins with listening to the customer to find out what they want and need. When a talented salesperson is able to advise, lead a customer and then help them make the best choice, customers appreciate the effort. Great customer service isn’t about over selling, it’s about filling the need with the most appropriate product or service and doing it with patience, efficiency, and grace.
• Never forget to show your customer or client you appreciate their business and their loyalty. That ever important “thank you” reminds people they are individuals and each time they enter your store you are appreciative of their business and will always strive to do your best to meet their needs.

While the crush of Black Friday and Cyber Monday have passed, consumers always remember the best shopping experiences – including prices, quality, and customer service experiences. Be one of those exceptional providers and watch your business continue to grow.

Photo from Flickr

Buffets traditionally save on labor costs and provide an excellent venue to showcase a restaurant’s best food and service. In a resort area such as South Florida, the ‘”WOW” experience includes customer service, atmosphere, cuisine, and of course – location. So how does all of this compare with the Jupiter Beach Resort & Spa located in Jupiter, Florida on a beautiful Thanksgiving afternoon? The resort is located directly on the Atlantic Ocean beach and offers 12,000 square feet of indoor and outdoor dining facilities, yet no one even glimpsed a view of the sandy beaches nor could anyone boast a “WOW” experience for a poorly planned Thanksgiving feast.

Let’s travel back to the beginning of the experience when there were confirmed reservations made for a specific time. First impressions are important, and the initial customer service coordinator’s poor judgment and lack of planning immediately diminished any well-meaning intentions. When guests are forced to wait for over an hour before they are seated, and made to stand around with no apologies and no direction as to the reasons for the delay, it would seem a new marketing plan would be imminent. When guests with confirmed reservations are made to wait as “walk-in” customers are seated before them, when no servers ever appear in the make-shift lobby crowded with guests waiting to be seated even taking beverage orders, and when hostesses do not communicate with waiting guests, it’s dubious anyone will be wanting to come back for another holiday celebration.

The best advantage of a buffet is the flexible format and of course, it is easier to accommodate more people than offering sit-down menus with table service. Frequently the rule of thumb is one server for 18 guests during a sit-down function as compared to one server for 24 guests at a buffet, however when servers are cleaning up tables, delivering drink orders, and other buffet associated duties to 40 or more guests, service suffers. Diners miss out on the experience of the best a resort can offer, and dining in two conference rooms without even a window certainly suffers the anticipated ambiance of a family dinner overlooking the grand vistas of a beautiful seashore facility.

So what could have been done to ensure a positive experience for guests? The excuse that management could not plan for the length of time a guest stayed at the buffet and therefore backed up multitudes of awaiting guests was not sufficient. Since the 16th century when buffets originated in France, experienced catering and convention managers have been able to estimate the time guests spend eating. Buffet managers should have planned for more staff or at the very least – limited the amount of reservations and of course denied “walk-ins.” A more experienced hostess staff should have been keeping waiting guests constantly informed of the situation, and an apology with an incentive should have been offered to guests for a future visit. And of course, there should have been the same choices of food for the guests at the end of the day as were available for the guests at the beginning of the buffet.

And even though it is a beautiful spot for a peaceful afternoon, the chances of my family ever returning are slim. When we tell ten of our friends and they tell ten others, what might have been a great place to plan a wedding, a party, or a family reunion becomes a place just “off the list.”

Shopping for products and services are no longer defined by the hours between 9:00 a.m. and 5:00 p.m. The Internet provides convenient and easy access to product information 24 hours a day. It makes research convenient and allows us to compare prices, services, and even to formulate questions we want answered by one of the many providers out there, but what about an organization’s customer service? How will they treat me, and what will they do to make sure my needs and my problems are solved?

My first impression of a company might very well be their website, whether I choose to shop online or visit the store at the mall in person. It’s quite often a personal decision, as some of us when shopping actually want to feel or try-on the merchandise, view the product personally, or on the other hand, for convenience sake be able to make an informed decision to order the product online. Regardless of how customers choose their shopping venues, outstanding customer service still sets organizations apart from their competition. Here are some time tested suggestions:

• Business contact: Customers have grown weary of voicemail and automated responses. They want real people available to answer their questions in a timely manner whether it be by live-chat, phone, email or even giving out a cell phone number to contact someone who can help  solve their problem.
• Convenience: Customers want their questions answered when they visit an organization’s web site or store, and that means a knowledgeable workforce with up-to-date information and employees who are experts in the products they sell or the services they provide. During peak business time, is there enough of a workforce to provide customers with personalized service?
• Consistency: Can a customer count on an organization to deliver the same high quality service each time the customer contacts an organization? Whether the service or product is serviced via the Internet or in person, a customer wants to be able to count on a high level of service and an excellent product. That translates into customer service employees having the best training, knowing their product, and being able to give a customer accurate information as to competitor products and how they compare.
• Courtesy: There should never be a rude employee.
• Speed: The advantages of technology can provide quick delivery. Just those words “next day delivery” inspires that immediate gratification today’s customers expect. Organizations need to deliver faster than their competition.
• Honesty: Never misrepresent anything to your customer. The high level of service a company provides makes the difference when it comes to customer retention and customer loyalty. The time honored “underpromise but overdeliver” sets the highest standards for outstanding customer service.
• Appreciation: Remember to offer  “thank-you” after every sale and remember to show appreciation to customers by loyalty programs and special discounts. Keep in touch with clients with timely and helpful information which will benefit their lives or even by sending a birthday card to show that people really do matter.
• Mobile Access: More people are using their smartphones to access mobile websites and are taking advantage of the conveniences provided as in making reservations or finding the best deals via one’s phone now. Keep a customer’s mobile experience positive; this trend is becoming more popular.

And a  part of customer service that never grows old, but keeps people coming back for more is an organization’s ability to add value to a customer’s experience at no extra cost. For instance, a pool company offering to install an extra light to make the aesthetics more appealing at no extra charge, a service company offering to provide an extra service  for no additional charge, or that thoughtful  hotel employee offering a tired traveler a glass of cold lemonade are just the little things that keep customers coming back.

It’s no coincidence that National Customer Service Week is celebrated this late on the calendar; it’s the unofficial launch of the biggest shopping experience of the year as the holiday season closes in and shoppers start counting down the days to family and friend celebrations. And in anticipation of the “happiest time of the year,” customer service demands rise to the top of the leader board.

Statistics reflect over two-million employees working in the customer service industry, and this week long celebration serves as a reminder to businesses the importance of recognizing those representatives in the front lines who tend to the business of the day by successfully interacting with customers and clients. Why not use this time of the year to develop new customer service ideas that can reward, recognize, and help to advance the talents of these critically important employees?

In the overwhelmingly successful business called Zappos, their philosophy, culture, and obsession with customer service has changed the 1999 Internet shoe business to shoes, clothing and more with annual revenues of over one billion dollars. It’s a company that listens to the voices of the customers and uses the feedback to help train team members become successful which in turn boosts morale, and at the same time motivates employees to want to do better – all in a positive atmosphere where employees enjoy coming to work. So what has made Tony Hseih’s Zappos’ experience so popular and successful?

Without a doubt, Zappos delivers “WOW” service. Although the commercials and advertisements may appear a bit quirky, they make you smile. From the moment you visit the website, you are guaranteed free shipping, immediate delivery, 365-day return policies, and a host of good-natured and efficient customer service personnel right at your fingertips or on the phone should any part of your shopping experience go awry. Of course, the cream of the crop associates don’t just pop out by filling out a job application, and after an extensive training program coupled with the obsession of the organization’s core values and culture, new associates become part of the “family” and even share in the future success by profit sharing.

One may find it interesting that Zappos is not known for their competitive salaries; in fact salaries are considerably lower, but factor in free food, a comprehensive medical plan, and a place where employees share the pride and professionalism of a business where even managers are encouraged to hang out with their employees in a happy place, the motivation for coming on board certainly becomes attractive. Where employees are encouraged to voice their complaints, where learning experiences are based on following other good examples, and where employees are encouraged to volunteer and have fun when not working adds up to a working environment that revolves around happiness. Perhaps the most fun a visitor might notice as you go on a tour of the Las Vegas Zappos facility are the delightfully creative decorations at each employee’s cubicle – ranging from someone’s fanciful interest to Tony Hseih’s jungle theme cubicle thickly decorated with plastic palm trees and hanging stuffed monkeys.

It’s a place to be adventuresome, learn, and grow. It’s a place where humility and passion have just the right mix, and it’s a place where National Customer Service Week and the appreciation of customer service representatives is surely celebrated.

Last week American Eagle flight 3823 leaving Kennedy Airport and heading to Washington, D.C. was delayed for hours because two flight attendants got into an argument just as the plane began to roll away from the gate. The flight was scheduled to leave at 3:10 Wednesday afternoon, but what should have been at the very worse scenario a 15 minute delay as the captain of the flight brought the contentious employees into the cockpit area for a private conversation and a reminder that employees are obligated to work together for the benefit of everyone’s safety and convenience, instead turned into a four-hour flight delay.

It seems one of the attendants had been on her cellphone as the other attendant told all of the passengers over the intercom to turn off their phones as the flight was preparing to pull away from the gate. That particular attendant allegedly chastised her working partner over the intercom thus embarrassing the other person in front of passengers, and one can only guess how quickly the situation turned into an ugly scene. There can not be an argument that the lack of professionalism from the two flight attendants could ever be rationalized. And as one passenger asked what ever happened to customer service or even the rights of passengers, it would seem that American Eagle had no idea as to the answer.

Let’s face it; had a similar argument ensued between passengers, someone would have been arrested, or at the very least been thrown off that particular flight. In this situation however, the plane turned around and passengers had to wait for hours while the airlines searched for a replacement crew. In the interest of customer service, why didn’t the airline split the two arguing attendants up; one could easily have changed from the front of the plane to the back of the plane, or better yet why weren’t the individuals mature enough to dismiss their verbal “hissy” until the end of the flight and all passengers had safely deplaned in Washington?

Adding to an already poor customer rating for scheduling delays and cancelled flights because of pilots calling in sick and crews filing maintenance reports, the Fort Worth based airlines owned by AMR Corporation who also owns American Airlines, continues to score low grades for customer satisfaction. In fact, in 2010 American Eagle was dubbed “America’s Meanest Airlines.” Ouch!

No matter what the industry or the government regulations, customer service is expected. In this particular situation the passengers all suffered. According to the airline’s press release, the employees were meeting with their supervisor the next day. Surely there should be acceptable protocol for disagreements between employees while on the job. Passengers suggested that someone should have pulled rank and ordered the attendants to proceed with their assignment in order to accommodate the paying customers.  Customer service should never be placed on the back burner in lieu of unprofessional behavior. Airlines owe it to their passengers to either ensure better training or perhaps sending these two employees packing their own bags and finding new jobs somewhere else.

Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The leadership role, as well as the emotional tone and empathy a customer service agent can impart upon a customer, is what can make a  lasting impression that may either result in the consumer moving on to the next company and competition or singing a company’s praises. Agents who have the enthusiasm to work side-by-side with clients to solve problems or at the very least strive to create the positive feeling of problem solving can collectively help bring about an emotional attachment that reflects a positive experience and future customer loyalty.

So how does a customer service representative who is hesitant about selling be helped to feel comfortable? Ironically service agents already have an edge in sales because they find it easy to speak with clients and customers. Their proficient people skills are able to open up a constructive dialogue – sometimes starting off a bit emotional if a customer is upset, but a customer service professional will mete out the proper proportions of counsel, empathy, clarification, and support. And isn’t that what a customer needs? In many cases isn’t it the salesperson who asks the right questions to help a customer make the right decisions as to the product or service that she might need?

Sales people should not want to force a customer to buy a product they don’t need, which fits perfectly into the world of the customer service representative who strives to make the products and services relevant. The hardest part however centers around closing the deal, so for those who are scared of selling, knowing the product well, having the best training and being able to navigate customer service skills each agent has honed through experience can bring success and of course profits.

And for those organizations who have already spotted the best and the brightest, be sure to continue their sales training while honing their skills on the customer understanding of products and services because once a customer is convinced they have made a positive connection with a sales person, the deal is on the way to being closed. There is no better way to build a successful business than by hiring, training, nurturing, and rewarding the best employees a business can hire; after all they are the reflection of you.

Years ago when contractors were so busy building houses, supply giant Home Depot paid a lot more attention to the builders than to the do-it-yourself home owners. After all, the economy was booming and a realtor could scarcely keep any home inventory available for new buyers, and so the prices kept climbing while customers lined up at the cash registers. But then the economic bliss balloon burst, contractors removed their magnetic signs from their trucks, and people once again began to pay more attention to their budgets; thus a new chapter in do-it-yourself home improvements was reborn.

Last week, the Los Angeles Times told the story of a 53 year-old Burbank postal clerk woman who decided to do some home improvements to upgrade her bedroom. Off to Home Depot she went, and much to her pleasant surprise was greeted with immediate attention. In fact, the woman stated she was asked by three different orange-aproned  associates if she needed any help. The same good news emerged about Lowe’s. Whereas the smaller Ace Hardware organization who has always been customer-centric towards the homeowner and known for their exceptional customer service, the larger companies have now joined in to improve their own customer service scores.

Home Depot scored an overall ranking of 95.81 – ranking number 30 out of 553 companies that have a Customer Service Scoreboard rating. Both Home Depot and Lowe’s sales, profits, and shopper satisfaction scores increased; Home Depot stock shares rose 74 percent while Lowe’s stock shares rose 35 percent.

So what are these home improvement giants doing to improve their customer service? Well-trained employees who have relevant information from their own experiences and who are given the advantages of the latest learning resources add to the value of a customer experience. Inexperienced employees are trained and empowered to make customers happy. Arthur Blank, co-founder of Home Depot owes the success of the organization to the thorough knowledge of trusting business relationships and excellent customer service.

Perhaps the most famous story of Blank’s commitment to customer service and its vital importance began when the company was still quite young. An older woman walked into one of the Home Depot stores and wanted to return four tires. Home Depot never dealt in tires, but the woman insisted she purchased the tires through Home Depot. Blank refunded the woman the money for the tires:

“Refund the woman all of her money for the four tires. Although those tires weren’t sold to her by Home Depot, her satisfaction of returning those tires is worth the life-long customer relationship that we will create with her,” stated Blank after speaking to the confused employee who didn’t know what to say to the determined woman.

Those four tires still hang above the door in one of the Atlanta Home Depot stores. And then there’s more to pleasing customers. When someone walks in who doesn’t know the difference between a round wire nail, an oval wire nail or a brad, experienced people in home improvements are there to help. Managers, assistant managers and department heads are all included in training programs, and these are the people out on the floor who help customers find what they need, but also help to determine whether it’s really what they need.

And with the latest innovative ways to help and reach customers using WiFi computer services in stores, improving do-it-yourself instructions, YouTube videos and workshops, Facebook, and the photo sharing of Pinterest replacing catalogs and brochures, customers have at their fingertips more conveniences and tons of helpful information to make those home projects turn out as if they were done professionally.