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Extraordinary Expression Of Gratitude For A Customer

Extraordinary Expression Of Gratitude For A Customer

A secret to extraordinary customer care | How to make customers keep coming back

Vanessa Del Piero
I read a lot. I read in bed. Sometimes I do some writing instead.
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A man and a young teenage boy checked in to a hotel and were shown to their room. The two receptionists noted the quiet manner of the guests, and the pale appearance of the boy.

Later the man and boy ate dinner in the hotel restaurant. The staff again noticed that the two guests were very quiet, and that the boy seemed disinterested in his food.

After eating, the boy went to his room and the man went to reception and asked to see the manager. The receptionist initially asked if there was a problem with the service or the room, and offered to fix things, but the man said that there was no problem of that sort, and repeated his request.

The manager was called and duly appeared. The man asked to speak privately and was taken into the manager's office.

The man explained that he was spending the night in the hotel with his fourteen year old son, who was seriously ill, probably terminally so. The boy was very soon to undergo therapy, which would cause him to lose his hair. They had come to the hotel to have a break together, and also because the he planned to shave his boy's head that night, rather than feel that the illness was beating him.

The father said that he would be shaving his own head too, in support of his son. He asked that staff be respectful when the two of them came to breakfast with their shaved heads. The manager assured the father that he would inform all staff and that they would behave appropriately.

The following morning the father and son entered the restaurant for breakfast.

There they saw the four male restaurant staff attending to their duties, perfectly normally, all with shaved heads.

No business can survive without customers. And because customers are so important to your bottom line, it’s a good idea to make sure you are doing enough to keep those customers coming back. Your customer service process will never matter as much as the people behind it. Having people representing your company that have a great, outgoing attitude will take your company farther. Your customers connect to people. If your customers receives many more bills for services rendered than receiving genuine smiles, eye contact, and enthusiasm in the voices of your employees then soon you would be in serious trouble.


Contributed by Venessa Del Piero; Image: from movie The Grand Budapest

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Woody Rachel HR Manager, Wipro

Any organization striving to win over their customers hearts should have a customer service & sales team high on Empathy & EQ.

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