In an area about 30 miles outside of Phoenix I am in an average of 100 degree weather – yes, I know… it’s a dry heat – I should be happy – but find myself focusing on staying cool as the goal of each day here. Inside an air-conditioned hotel I’m finding varied levels of customer service. It makes me think about how just a little shift can change a customer’s perception…. especially when a customer has some outside issue that you have no control over. Like being in a much different climate than normal.
Last week I was at a charity auction – both working as a back-up auctioneer and attending a table host and attendee. The attention to detail was phenomenal for me as a guest. First of all, there were a number of greeters as soon as we arrived. There were clear signs to show us where to go and what to do. The auctioneer, my pal April Brown, used the microphone to tell people what was going on and how the silent auction worked. Later, they served up a meal and offered up a live auction which was engaging and fun.
One of the best features of the evening happened when people were first sitting down to dinner and that difficult time of letting people begin to eat and no one at the microphone. What did they do? They showed hilarious videos which needed no sound – just a visual that matched the charity of the evening – helping to rescue animals. All sorts of clips were shown that showed funny animal antics…. much like you’d see on YouTube or America’s Funniest Videos on TV.
April’s husband Mike made the rounds, as did April – to see that everyone was talked to.
Point being that we left feeling appreciated and that personal attention was spent on us. It was not CANNED – as my incoming emails seem as I read through them.
Homework: Think about how you can make your customers feel more special – unique, and appreciated. Forward your thoughts by comment or a direct email to me and I will post your ideas on how YOU make your clients feel appreciated in a “one-off” way.