A good hockey player plays where the puck is.  A great hockey player plays where the puck is going to be.

-Wayne Gretzky

The start of a new year is a great time to think about looking ahead.  This usually means making fresh goals, which is certainly something we've talked about in the past.  But it can also mean thinking about the concept of anticipation.  Being proactive.  Seeing the future.  However you care to think about it, it's all about using what you already know to predict what will happen next.  

I personally don't think that the Customer Experience can be explored enough. One of the main reasons that ProSolutions re-branded in 2001 was because I could see that we were leaving important needs on the table. Companies saw us as one dimensional. In order for us to re-communicate our message of what we could do for our customers, we built new operational models that showed how we could influence all aspects of the Total Customer Experience. So often we would hear from our customers that they need us to "fix" their broken service and delivery. Ten out of ten times, based on our analysis, we would quickly determine that the broken service and delivery (customer experience) was a byproduct of the whole organization being fragmented. Meaning, in many organizations, the "whole" runs as individual department silos. 

A little bit in customer service can go a very long way. Trust me- nowadays customers' expectations are not very high (sad, but true), and it's so easy to turn a standard interaction into one that is memorable.  As Nelson Boswell said, "Always give people more than they expect to get."  Why?  It's simple: one wow could be worth more than $10,000 in advertising. Now the examples and tips I am about to share with you are tailored to hotels, but think of these concepts in a grander scheme and how you could generally apply similar efforts into your business.  So here are our "Little 'Wows' Can Go a Long Way" for front desk agents and sales & catering managers...

How many times after a service exchange do you say, "That would have felt so much better if they just would have said or done...." In many cases it would only take small changes to make a big difference. If we agree that customer satisfaction is a leading factor to the success of any business, then understanding how your business can turn a good customer experience into a great customer experience begs attention.

There are no new and/or improved methods that I am going to unveil to make all your customer service challenges go away. Instead, we are going to revisit and refocus on what we already know. Let's re-energize our efforts regarding some very basic tips on how to provide great service. 

No matter who the visitor is or what the situation is, any time you come around from behind your desk and sit near someone, you set up a friendly climate for a more relaxed discussion.

- Emily Post's The Etiquette Advantage in Business

As we continue to evolve in the ever changing world of technology, my hope is that businesses keep their eye on the customer. There is no question that technology has improved, enhanced, and simplified many processes. But, what I am talking about is customer processes that should always stay manual and personal. 

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."  - Peter Drucker