Murphy’s Law will remind us that if something possibly can go wrong it will. It is no different with businesses and organizations. Sometimes things go wrong in our businesses that are in our control and sometimes out of our control. While managing hotels at Disney, I realized that the sure volume of hosting thousands of guests a day made it inevitable that something was going to go wrong. The key was to always to do two things: 1. Make a list of all the possible things that could go wrong. 2. Come up with a proactive service recovery plan to make the guest experience a positive one under the circumstances.
Some businesses do the same. At a recent Hyatt Hotel stay, while speaking at a large conference, the fan motor of the AC unit in my room had gone bad and was making a loud noise. I made one phone call to the front desk clerk to let them know. I didn’t complain about anything and assumed they would contact the maintenance person to come take a look at it. The desk clerk immediately apologized and asked if it was Ok to assigned me a new room since I just checked in. Shortly after settling in my new room, I received a nice plate of chocolate strawberries and brownies. The front desk clerk and Hyatt automatically made the gesture when they moved me to my new room.
Most businesses will only reward customers who complain. The bigger the complaint the bigger the gesture. The goal is to have a service recovery program that automatically triggers a gesture when something happens we know might be frustrating or inconvenient to our customers whether they complain or not. Why wait till a customer complains before making a kind gesture or service recovery act.
Here are few tips:
1. Have every member of a department or business make a list of frustrations and inconveniences that customers should not have to experience.
2. Put yourself in your customer’s shoes. How would you feel if you were frustrated or inconvenienced?
3. Make a list of possible and appropriate service recovery gestures that can be implemented automatically whether a customer complains or not. Some do not need to cost you a lot of money or any money at all.
4. Evaluate responses from your customers and make any necessary adjustments or improvements if needed.
Obviously, the goal of any business or organization is to reduce and eliminate any possible problems or inconveniences that may affect your customer’s experience. Having a plan just in case something goes wrong and taking a proactive approach and gesture before a customer makes a complaint is a great way to take care of your customers. Take the initiative to show them that you are truly sorry and that you care. Now that is Magical!