The Good, The Bad, the Downright Awful.

Customer Service versus Customer Experience.

One thing my Mum & Dad have taught me is to talk with people. As a business owner, get out in front, and talk with your clients whenever you can. Don't hide behind faceless e-mails or social media platforms.

Dad has outlined a situation where he has had great service from Best Western in Muscat, and then absolutely awful service from Tom Tom support the GPS outfit.

Two strikingly different experiences – one truly exceptional, the other downright frustrating – have once again underscored for me the sheer power of human interaction and the irreplaceable magic of genuine connection. The digital age, with all its speed and convenience, simply cannot replicate the soul of human-to-human engagement.

Let me share again a comment from Jon and Rach that resonated deeply and perfectly captures this sentiment:

"Thanks, Pete, we're following your adventure with admiration and, personally, some envy! What an incredible experience and demonstration that in this age of remote digital transactions, people are still people who thrive on face-to-face interactions, across all borders and nations. Amazing!" – Jon and Rach

THE GOOD

Picture this: after days in the vast, rugged beauty of the desert, we arrived at the Best Western Premier in Muscat for a brief respite as we continued coaching our clients. From the moment we stepped through their doors, the staff, led by an exceptional reception manager, radiated warmth, professionalism, and genuine care. Their smiles were sincere; their assistance effortless and attentive.

Every interaction was a masterclass in hospitality. It felt less like a transaction and more like being welcomed into a home. Writing a glowing TripAdvisor review for them was effortless because they had made our stay unforgettable. Their hospitality wasn’t just good; it was amazing, the kind that lingers in your memory long after you’ve left.

THE BAD

Now let’s shift to the other end of the spectrum. Imagine my mounting frustration trying to deal with TomTom’s “support” while traveling. My GPS needed an upgrade, a relatively simple issue that a quick phone call could have resolved in under an hour. But instead, TomTom had locked itself behind a fortress of faceless emails and unhelpful chatbots.

Day after day, the back-and-forth dragged on. Each email was a dead end, a scripted response that only fuelled my frustration.?

THE DOWNRIGHT AWFUL

Then came their “confidence-inspiring” email:

"We are confident that our chat and email support options allow us to provide a more efficient and effective service."

“However, currently, we do not offer this phone service. We are confident that our chat and email support options allow us to provide a more efficient and effective service.”

Efficient? Effective? Hardly. My response to their placating words was pointed:

I replied….”You shouldn’t be confident at all.? You are not providing an efficient and effective service.? If you did this would have been resolved days ago.? You have just increased my level of anger at your placatory message.”

They said

“Your concern is of utmost importance to us, and I want to assure you that we are taking it seriously.”

I replied?

“No you’re not.? If you took it seriously, you’d be on the phone to keep me as a customer.? I am not of the utmost importance.? Placatory words do nothing.? Actions are what helps situation.”

Five days of pointless emails. Five days of escalating frustration. They assured me my concern was of the “utmost importance.” Their actions, however, told a very different story. At my wit’s end, I replied:

"You make me very, very angry. I am now actively shopping for a replacement for my TomTom – a brand that values me as a customer and treats me accordingly."

REFLECTION

As I pondered these contrasting experiences, I felt immense gratitude for the incredible people we’ve encountered during our eight-month journey. Each has left an indelible mark, reminding me of the irreplaceable value of human kindness and connection. Whether it’s offering help in times of need, sharing a warm smile, or simply doing the right thing, human interaction carries a depth and authenticity that technology can’t replicate.

As a business owner you must understand the difference between Customer Experience and Customer Service - Like BWP Muscat have..

CUSTOMER SERVICE VS. CUSTOMER EXPERIENCE

This brings me to a critical insight for business owners: the distinction between customer service and customer experience.

• Customer Service is reactive. It’s the fire extinguisher you pull out when something goes wrong. It’s where you pour resources to address complaints and problems, often from unhappy customers.
• Customer Experience is proactive. It’s about anticipating needs and creating a seamless, delightful journey for your customers. When you nail the customer experience, the need for traditional customer service diminishes because fewer things go wrong.

The Best Western in Muscat exemplified this beautifully, delivering both exceptional service and an extraordinary experience. TomTom, on the other hand, provided neither, and as a result, they’ve lost me as a customer.

THE TAKEAWAY

Talk with people!

Engage with people!

Look them in the eye, listen to their needs, and show them they matter!

When you make the effort to truly connect, something extraordinary happens. Barriers dissolve, trust grows, and relationships flourish.

So, step out from behind the screen. Replace scripted emails with heartfelt conversations. You’ll be amazed at the impact it has – on your business, your customers, and perhaps most importantly, on you.

Let’s have a phone call and see how I can help your Sales Team or yourself, increase your sales through human interaction and being a human being.

What’s App me first, so I may phone you back.? We won’t do this digitally!!

+44 7468 339 450