Elevate Your Client Service

The weekend of April 23/24 2022 I took my family for a stay at the St. Regis Toronto. I wanted a nice high end hotel and this hotel did not disappoint. From the moment we walked in to the lobby, to the pool area to our hotel room excellence was all around us.

When we walked in the valet parking with jaguars, Lamborghinis and the staff were friendly, and always saying hi... even with the masks on it was ruffled but it was there. And all the staff seemed to a do "a little bit more".

I wanted my girls to experience richness and another level of service and at the same time I was thinking how can I apply this to my business and my client's business.

I wanted them to be wowed and to have them experience this so that they can believe they can achieve it.

How to apply it your business or the gym

• do one more rep at the gym
• in your business do that little bit extra - send a gift card on their birthday
• pick up the phone and call them on a their kids birthday or graduation

Even walker bys knew people. I remembered one of the names. I remember someone walking by and saying "Hi George and introducing George to his friend." I don't know who this guy was though he looked familiar, but George to me was the first person who greeted you at the St. Regis. Don't know his title or anything but every time we walked to the building he was there. Friendly, upbeat, and people seemed to know him.

Okay so this is where it really got next level when we got to the room there were surprise gifts for family. The kids had no idea what was coming and the look on their face was priceless and this was an experience they won't forget. Not only the gifts but they were personalized to each.

The look on my daughter's face here is priceless. You can see the excitement as she see's it a "Diary of a Wimpy kid" book.

The pool on the 31st floor had great views and you can see that care was taken to make sure you're taken care of... from water in pool area, to someone making sure floors are dry and more.

Well this is not a hotel review, I can't recommend to stay here enough. My kids say next time we go we're going to stay in a suite.

Now I want to put the business perspective on this how to apply it to your business.

• be memorable - what can you do to be memorable. I used to have someone deliver gift baskets when they became clients - they remembered that. I also had a client who delivered home baked goodies to a pharmacist.
• Everything was first class - from the stationary in the room to bathrobes, to the comfy bed. How can you go up a notch... Can you get nice stationary. What can you do in a virtual environment to take it up a notch (this is tougher but necessary). Perhaps by a HD webcam so the picture is clearer, make sure you're background is clutter free.
• Be polite, kind and courteous - this goes without saying.

Some of these can be easy to implement, some require some thought but if you can find a way to implement these your business is going to take off.

My challenge to you is to twofold.

1. Stay at a high end resort/hotel/restaurant even for 1 night or even just go there for coffee. Find the nearest Ritz or St. Regis near you and go. Find the best steakhouse (if you like steak) and go. Notice the difference. Notice what sets them apart.
2. Take one of these ideas and implement it in your business. Have a position Chief of client satisfaction or something similar who's goal is to WOW clients by finding out as much about them and doing something special... and special doesn't have to be big.. but it does have be sincere and takes effort to get to know finer details of your clients.

I promise you this that if you do these your business will and will be talked about. But you got to do it consistently.

If you want free template to help implement this comment "St. Regis" below and I'll send a one pager your way to get you started.

Sincerely,

Blake Linklater