Little Things Can Mean a Lot
At
the Westin Chosun Hotel in Seoul, Korea, the rooms are
not large, but a few thoughtful touches combine to make
a big difference.
There is the usual range of amenities: slippers, bathrobes,
room safe, mini-bar, hairdryer, voicemail, etc.
But the bathroom mirror has a heater installed behind
it, just above the sink. After a shower when the room
is steamy, that small section of mirror remains clear.
There is a box of tissues in the bathroom, of course,
but another box sits by the bed in an attractive container.
A laundry bag is waiting when I arrive; that’s
normal. But inside the closet an empty shopping bag
is also provided for my use. It’s large and strong
and very sleek, silver-colored with dark blue ribbon
handles. There is no big brand name of the hotel emblazoned
on the side, only an elegant print near the top edge
that says: ‘Your Bag’.
I think I’ll bring it home inside my luggage.
Ever stayed in a hotel room that was big, but not very
special? My room at the hotel is just the opposite,
small in size but very big in little pleasures.
Key Learning Point
You can use this
strategy, too. Make a big impression by paying attention
to the little things that count. Maybe it's the personal
note you write, or remembering a customer's preference
from one visit to another. Perhaps it's pre-filling a
form on your customer's behalf, or keeping track of an
order and calling ahead to reconfirm delivery.
Action Steps
Your action steps
needn't be big, bold or expensive. Often it's the little
things that make a big difference in service.
Next Article in Customer Service Value Dimensions >>
Break the Law, Get Good Service
First Article in Customer Service Vision >>
100% is Not Enough. You Need 120%
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