| A large part of customer service success is creating a | | | | his servers about the smoking habits of the guests in |
| seamless experience. Customer needs are anticipated; | | | | the smoking section, "What about the Jones'?" The |
| systems are in place; employees are trained. The | | | | server said, "They smoke like chimneys. She wouldn't |
| company runs like a well-oiled machine. But what | | | | be comfortable there." "What about the Smith's?" |
| happens when the unexpected happens? Customers | | | | "They're chain smokers too." |
| have an "unusual" request or they simply don't know | | | | The gentleman disappeared for a few minutes and |
| the rules of the system? The unexpected, I suggest, | | | | upon returning produced a table for one in the |
| provides the opportunity to stretch the system, | | | | non-smoking section. I was reading the menu when a |
| improve the system, or even forget the system and | | | | server seated a table of five. They started to pull out |
| Wow a customer. | | | | cigarettes. I gasped quietly. The server quickly |
| I arrived late at a hotel in Cambridge, MA the night | | | | reappeared and said, "I'm sorry. This is the non-smoking |
| before an 8 am training, dressed for the cold weather | | | | section. Follow me." This happened two more times |
| in brown boots and heavy trousers. When I got to my | | | | with different servers. The gentleman had rearranged |
| room I unpacked my lovely, gray suit only to discover | | | | the entire floor plan of the restaurant to accommodate |
| that I had left my black heels at home. I looked down | | | | me! |
| at my feet and had to admit the brown boots were | | | | For companies with excellent systems in place, the |
| not even an option. | | | | next frontier in customer service is Wow, handling the |
| I went to the concierge for help. It was after 10 pm. | | | | unexpected creatively. I have observed that |
| Nothing was open. All of the shops in the area opened | | | | companies and professionals practicing creative |
| at 9 am, no help again. I was desperate. I pressed the | | | | customer service successfully have two things in |
| concierge, "There's nothing that can be done?" Silence. | | | | common. |
| I put on my best pathetic gaze and repeated, | | | | The first commonality is that they care. Management |
| "Nothing...?" | | | | cares. Employees care. Everyone cares a great deal |
| The concierge contemplated further then asked, | | | | about people. They like to help people solve problems. |
| "What size are you?" Full of hope I blurted out my | | | | In fact, not helping people would be like kicking a puppy. |
| shoe size for all to hear. The concierge stepped out | | | | The concierge at the hotel cared about my shoe |
| from behind the desk, pointed to the black heels on her | | | | predicament and personally decided to go above and |
| feet and asked, "Will these work?" I could have kissed | | | | beyond. How much does your company care? How |
| her. She gave me the shoes right off of her feet! | | | | much do you care? |
| After conducting a program in Fort Smith, AR I wanted | | | | The second commonality is that employees have |
| to have a nice dinner. The hotel there recommended | | | | authority. Even when people care, if their hands are |
| an Italian restaurant, but neglected to mention that they | | | | tied they can't help. In addition, employees who aren't |
| take reservations only. I arrived early at the restaurant, | | | | especially "caring" might be motivated to be creative |
| about 5:30 pm, and requested a table for one, | | | | for customers simply because it feels good to |
| non-smoking. | | | | exercise their authority. The gentleman managing the |
| The first question in response was, "Reservation?" I | | | | restaurant that night cared and had the authority to |
| said, "No." The second question was, "Do you have a | | | | accommodate a guest who didn't know the |
| date joining you?" I said, "Don't rub it in." The gentleman | | | | reservation rules. Do you have enough authority to be |
| behind the desk was well humored and friendly and | | | | creative? |
| explained the reservation situation. I confessed I didn't | | | | With all of the advances in technology, doing a good |
| know and was from out of state. | | | | job isn't good enough to separate from the pack. The |
| He attempted to accommodate me in the schedule. | | | | prize will go to the one creating new frontiers. How far |
| The non-smoking section was full so he asked one of | | | | will you go to Wow a customer? |