Fantastic Service? No Extra Charge!

The extra mile doesn’t have to cost an extra dollar for your customer or your company. But going the extra mile can create priceless memories for your customers, goodwill for your company and a fountain of good feelings for you.

At the historic Raffles Hotel in Singapore, each staff member works to delight patrons with many ‘memorable experiences’. That phrase is a key element of the mission statement. (It was my privilege to help the Raffles team create it.)

Tourists from around the world come to stay, dine, shop, see – and be seen – at Raffles. Walking the property with cameras in hand, they take photographs they will cherish forever: posing with the stylish doorman, standing in the magnificent lobby, holding hands by the elegant fountain or in the lushly landscaped gardens.

Staff members carefully watch for tourists taking pictures of each other. When they see this ‘souvenir photography’ in progress, they approach with an offer and a smile. Reaching for the tourist’s camera while gesturing toward the attractive background, the staff ask simply, ‘May I?’
Tourists understand right away, hand their cameras to the staff and then pose smiling together with family and friends.

Click!

A memory is captured. A customer is delighted (and will be delighted again when viewing the pictures back home). Raffles creates goodwill and memories to last a lifetime. What do staff members get? The smiles are their reward.

The doorman’s uniform, impeccable lobby, historic fountain and verdant gardens cost a lot of money to maintain. But the memorable moment of service?

It comes at no extra charge.

At One&Only Kanuhura Resort in the Maldives, housekeeping staff watch for young guests traveling with their favorite teddy bears or other stuffed animals.

On the first night, the child’s teddy bear is placed high up on the pillows. A chocolate is tucked in its arms.

On the second night, the precious toy is surrounded with beautiful flower blossoms on the table.

On the third night, the beloved bear will be found in an open dresser drawer, holding incense tied with a ribbon.

On the fourth night, the child’s cherished friend is found on top of the television, remote control securely in its hands.

On the fifth night, the soft companion is waiting in the bathtub with its arms around a fresh bar of soap.

Each day another playful gesture. It’s a wonderful surprise for the children. A pleasure for the parents, too.

One&Only Kanuhura works hard to create ‘pleasure beyond your dreams’. That’s part of the mission statement. (I was honored to help the Kanuhura team create it.)

The resort itself is a paradise of elegant rooms, romantic restaurants and spectacular spas. These features cost plenty of money to build and maintain. But the memorable moments of service? They come at no extra charge.

Next Article in Customer Service Standards >>
Are You a Real Professional?

First Article in Customer Service Toolset >>
Future Sales are Hiding in Service

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Copyright, Ron Kaufman. Used with permission.
Ron Kaufman is an internationally acclaimed customer service training educator for quality service. He is author of the bestselling series "UP Your Service!" and founder of "UP Your Service College". To enjoy more customer service training articles, visit www.RonKaufman.com and www.UpYourService.com

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