The romantic customer relationship

I recently finished a stay at a hotel somewhere in Europe and was amazed by the staff and the attention to detail that made me and my partner feel special. This was not an overly exclusive hotel, however ratings at bookings.com, hotels.com and TripAdvisor were all well above 9 (4.5 at TripAdvisor)

It makes you wonder what the difference was that customers experienced in this hotel.?The first day we were not so overwhelmed with the place, seemed about right from a price / quality ratio. But, as the days passed we started understanding why, and the reason is spelled “exceptional customer care”.??

I will give you a couple of examples of the small, non expensive tokens and measures taken to make us feel the love that the Management of the hotel sought to make us feel:

1. Every day there was a small gift waiting for us at the hotel room when we came back. Small, inexpensive, however relevant to the context we were in. Together with a note explaining how they thought we would benefit from the small gift.?
2. During the week the weather was extremely hot, and hence, the hotel offered us free bottles of water each day, delivered to our room, with again a personal note, almost apologizing, as if the heat was their’s to blame???.?
3. Each touch point was very well thought through. No queuing (almost) anywhere, and the warmth and smiles of the staff were contagious. I can’t imagine this was culture alone, but there had to be dedicated training to deliver it so effortlessly.?

And on the final day, a letter arrived with a final gift, explaining how honored they felt having us as guests, and explaining their dedication to make our stay extraordinary. It all fit very well with the experience it self!?

Not many companies have fully realized the power of customer love and care into a business or transactional relationship, and with the unprecedented abilities to personalize communication today, with all the data we have about our customers, rarely scratches the surface of this potential at a very low cost.

What can you do to make your customers feel love and care?

Put yourself in their shoes and be creative! The rest is just execution, right?????.?

Now I need to write up a great review for this hotel???..

#strategy

#lovingyourcustomer