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Friday, March 24, 2006

Customer Service and sales - the vital connection
Frank Furness

I'm always on the lookout for good and bad service wherever I speak in the world. For me the best service is experienced in Asia, the Middle East and the USA. With great service, your sales increase and your clients become your biggest source of advertising.
I speak in Dubai at least twice a year and the service and hotels are always superb. Last year I decided to take Candice for a two week vacation in Dubai and we stayed at the 'Le Royal Meridien Beach Resort and Spa.' We had booked on a bed and breakfast basis and were planning to spend around $100 at different restaurants in Dubai each evening.
When we checked in we were told that all our evening meals were included (underpromising and overdelivering) and we could eat at any of the 8 restaurants, one of which had just won an award for being the best steakhouse in Dubai. The restaurants were so good that we ate all our dinners in the hotel and spent our $100 budget on great wines, cocktails and liqueurs each night. Where do you think the hotel makes the most profit, of course, alcohol.
All the staff knew our names within hours and it was a memorable experience where we were pampered and treated to outstanding customer service. I met with the manager who had turned this into one of the best hotels in the group and she shared her plan of action. All the points covered are just as relevant in your business. See how many would apply to your business
The action plan:
Treat everyone as an individual
Remember names
Customer first, tasks second
Fun focus on everyday things
Commitment to excellence scheme
Teambuilding for staff
I have shared this story with thousands of people around the world in my talks and I know it has generated many bookings for the hotel. You see, having had a brilliant experience, I am now a walking, talking advert for the hotel. Are your clients doing the same for you?
Le Royal Meridien Beach Resort and Spa

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