2011 SCV Top 51

Click here to visit the 2011 SCV Top 51 page.

Share |

So Simple, Yet So UnCommon: A Customer Service Story

Article | January 3, 2012 - 11:36am | By Content provided by the SCV Chamber

Picture this… Your taxi driver has just delivered you to mid-priced hotel (like the Courtyard, Holiday Express, Garden Inn). The parking lot is clean and as you enter the doors, they too are clean and uncluttered. Just as you step in, you receive a greeting by a nicely dressed front desk clerk with a tone of voice that says I’m eager, able and happy to help.

The check-in is quick and within a couple of minutes you’re handed room keys and a map of the facility. As you turn towards the direction of the elevators you’re once again reminded that if you need anything, “…simply press zero, I will be happy to help.”

Entering the hallway of the third floor you see that the carpet and hallway décor is just as up-to-date as the furnishings in the hotel lobby. Your door key works and you enter the room. Again clean, up-to-date and void of musty odor. In fact, it has a slight clean linen/lavender aroma. The TV is current (no big box), the literature (brochure and local information) is not tattered or torn. And even though it is a form letter, the welcome letter from the hotel’s GM is dated with today’s date (nice small touch).

As far as the rest of the room, everything’s clean and in place. The bathroom towels clean and thick (we’ve all experienced the towels that look better fit for washing car tires). The shower/tub fixtures are intuitive as is the alarm clock. The pillows too are adequate in size. You also notice that the carpet around the floorboard is also clean (frequent travelers know this is a common area often dirty due to housekeeping not using the vacuum hose attachment to run along the edges). As you set your laptop down and start the browser, you are automatically connected to free Wi-Fi. To the side you notice a small yet thoughtful note on the desk that simply states, “Working late? We have very fresh coffee ready in the lobby… 24/7.”

After finally finishing your last report you turn it. You get a good night’s rest, take a hot shower and notice that, unlike your last hotel, you do not have to stand in water as this shower drains as fast as it sprays. Eventually you make way to the lobby and find a pleasant arrangement of balanced options in regard to breakfast. Three cereals, fresh fruit (no bruised bananas here), real eggs, bacon that looks like actual bacon and, of course, freshly made coffee with your choice of three flavors of Coffee-Mate creamer.

You see a hostess making her way from table to table offering to refresh beverages and discard no-longer-needed items. She speaks with a warm tone and thanks each patron. Opposite sides of the room there are two TVs. On one end the channel is tuned to “Good Morning America” (not local TV news that centers all attention toward robbery, murder and scandals), at the other end ESPN. You also note that both have the closed caption feature turn on so as the room gets busier, you can still follow the conversation.

Upon finishing you rise and receive a “Thank you” from the hostess.

Heading toward the exit, the front desk clerk thanks you too and also inquires if you received a copy of your bill. You thank them and reply “yes,” as it was slid under the door and ready when you awoke. You walk out to the free airport shuttle van.

The driver greets you and confirms you’re on your way to the airport. He then opens the side door and you enter. Having been on one too many shuttle vans/taxis you’re prepared to be careful as to what you touch but then your sensitivity relaxes as you observe how clean it is – void of the “grub” so common on door handles and sometimes seats. Knowing it’s not a new van, you sense they must have a routine established in respects to daily cleanings.

You arrive at the curb of your terminal and the driver, in a slightly enthusiastic yet sincere and warm tone of voice, thanks you again by saying, “We hope you’ll stay with us again. Have a safe flight.”

Notice there is nothing complicated about this encounter and yet many organizations struggle to produce it. Take a look at your organization and define where there is a need to invest time and attention to ensuring that your customer service is truly demonstrating basics of great customer service. Beating your competition just may be easier than you ever expected.

About the Author

Content provided by the SCV Chamber

Comments

Add New Comment

by xian33 | April 22, 2012 - 11:43pm

shoes toms on sale,which certainly don't look inexpensive, fashion with regard to less! Walk tall this year and enjoy a set of gorgeous high heel shoes for that special day or girl's particular date, platforms, wedges as well as glitzy night sandals to accomplish your ensemble. For 9 until 5 believe comfort as well as style with a set of brogues or even tassel loafers, practical and very cool, remembering those moist and windy times. There are various toms the shoes readily available for all of you to select from. No matter what you would like, you can find pair of Toms accessible for you. They provide toms classic, Toms Glitters Shoes, ect. To ensure that everybody could possibly get their unique pair of toms shoes in toms shoes store.You must ask me where to get toms shoes, let me tell you that a large of cheap toms shoes in Ordertoms.com for sale, perhaps you can get you wanted here!

by xian33 | April 22, 2012 - 11:41pm

by outletstore | April 22, 2012 - 5:56pm

mulberry outlet are among the most sought after brands in fashion handbags, and for good reason: mulberry is one of the few brands that stand up to all the hype.If you have enough leisure time, you may go to the mall or go to the mulberry franchised store to have a good look at varieties of mulberry sale the diverse styles and rich colors of the purses with low cost will surely impress you a lot!

by outletstore | April 22, 2012 - 5:40pm

louis vuitton bags uk Even their classic bits have not used dark brown linings. Look for zip takes in, zippers, buckles as well as wallet photos. Most of these will have any LV business logo on them. Zip pulls with LV can be found in brass appliance plus the come to feel plus hint is definitely heavy. LV is certainly louis vuitton outlet store online perfection personified and every solo purse or even wallet can be generate. Number of attention pays on the keeping of their particular emblem within the handbags.louis vuitton Outlets offer famous classic brand for LV,Channel, with perfect service.So become to the VIP soon.They offer more new styles,like LV purses,LV wallets etc. And are tested by product quality monitoring center .

by outletstore | April 22, 2012 - 5:29pm

Multicolor Genuine christian louboutin uk outlet. Its Length can be adjusted to meet your needs.Here you can find the latest products in different kinds of christian louboutin uk making best materials.They are leisure practical products in the new generations.

by outletstore | April 22, 2012 - 5:25pm

by vivienbing | April 20, 2012 - 11:15pm

A hat has several functions, such as Wholesale new era hats, decoration, raising temperature and protection. So a lot of wholesale snapback hats variety, the choice also has exquisite. Firstly you should appropriate hat according to the face new era hats. People face which NBA Basketball Hats contained square face type, circular and pointed type 3 kinds.Round face wear dome cap, it cheap mlb hats face big, hat small. If wear the Baseball caps is wide is New Era NFL Hats appropriate.Tip of the face with New Era Baseball Caps is face under the big small, more show thin. So wear dome cap is more appropriate. Los Angeles Lakers Hats face type of people to wear all hat are appropriate. Secondly if you choose Cheap Famous hats hat you should according to yourself body. The big cap height is not little, or Miami Heat Hats to foot the feeling of light weight. The body is NHL Hats On Sale shorter. Taller women wear high Cheap Supreme Hats cap, otherwise the sense that gives a person is "again" get taller. Short people NHL Snapback Hats suitable to wear NBA Snapback Caps wide brim cap, it can appear more short stature.

by Louis Vuitton UK | April 19, 2012 - 11:16pm

If you have enough leisure time, you may go to the mall or go to the Louis Vuitton franchised store to have a good look at varieties of Louis Vuitton UK the diverse styles and rich colors of the purses with low cost will surely impress you a lot!Most perple reckon that owning Louis Vuitton Handbags from Outlet Store shopping is actually buying of the most useful bags on the planet.Louis Vuitton Store Online Handbags can also bring great accuracy as well as practical applicability and fashionable.Over the course of its history, Tiffany And Co has produced innovations and inspired creative trends in fields as varied as jewellery, fashion, accessories, lighting and interior design, culture and industrial research & development.The conventional Tiffany UK are produced for qualified females in add-on to university college students for there are so various styles and styles.The Tiffany Jewellery will make you the eye-catcher. The most quality fashion jewelry design classical crystal creation makes the pendant the favorite of the fashion,The latest fashion collection contains those bags suitable to be worn in both casual and formal environment. We provide the best quality Louis Vuitton UK with the most reasonable price we can offer as you see in our online store.Welcome to visit our Louis Vuitton Outlet, whatever you like, our shop can supply to you.Launched in honor of the 2004 Euro Cup in Portugal, the Attaquant gets its original shape from the soccer ball.An expert Louis Vuitton Sale. It attempt to meet up with high support services outlook shopping with path and then supply extremely fast goods for your choose .It is simple to let us know through electronic mail.The high lead content in Tiffany And Co Outlet makes them heavier than standard glass crystals and also increases the index of refraction, which in turn makes them sparkly like diamonds when they come into contact with light.The high lead content in Tiffany Jewellery makes them heavier than standard glass crystals and also increases the index of refraction, which in turn makes them sparkly like diamonds when they come into contact with light.Tiffany Jewellery UK are the premier Austrian machine-cut crystals world-famous for their superior quality and precision cutting. Tiffany Bracelet, pendants, filigree components, rivolis and buttons are all showcased here.

by fafafa | April 18, 2012 - 12:29am

the effort resulted in employment with Charles Jourdan. Subsequently, christian louboutin met Roger Vivier, who claims to have invented the stiletto, or spiked-heel shoe.The list of distributors and location of the stores can be found on the christian louboutin uk Web site. A new ladies boutique has been scheduled to open in Turkey in 2012. The tour kicked off at the Bergen Mall in Paramus, New Jersey. Her second single, a cover of Tommy James & the Shondells' hit, 'I Think We're Alone Now', became a number one tiffany uk hit on the Billboard Hot 100 list.In April 2007, Tiffany released a new album of cover material released by Cleopatra Records, entitled I Think We're Alone Now: '80s Hits and More. The album, which carries a picture of tiffanys from her 1980s glory days. In early 1999 the luxury goods conglomerate LVMH, headed by Bernard Arnault, increased its shareholdings in gucci belt with a view to a takeover.Thinking silver and gold ornaments are a little bit ordinary? Why not try gucci uk Jewelry. With charming colors and delicate shapes. In 2005, Frida Giannini was appointed as the creative director for women's ready to wear and accessories, previously joining louis vuitton sac in 2002. In 2006, she also became the creative director for men's ready to wear and the entire label.were based on the trend of using Japanese and Oriental designs in the late Victorian era.louis vuitton The patents later proved to be successful in stopping counterfeiting. Coco chanel outlet was arrested immediately after the liberation of France and charged with abetting the Germans, but Churchill intervened on her behalf and she was released.' When France was liberated after the fall of the Nazi Empire, many French people meted out severe punishments to French women who were believed to have collaborated with the Nazis.The fabric draped well and suited chanel uk designs, which were simple, practical, and often inspired by men's wear, especially the uniforms prevalent when World War I broke out in 1914. More recently, burberry has added two regional brands: Black Label, men (in Japan & Hong Kong, 2011 only)pilots wore a fleece-lined 'FUG' boot, as well as a sort of burberry uk boot was also put on in Australia as earlier since the 1930s by farmers wanting to preserve their ft warm. inside the 1960s. Swarovski's Crystal is due to their commitment to consistency, precision and quality standards, and to the automatic cutting machine invented by the founder,You must want to know the reason why polo ralph lauren uk so cheap. Well, things may be produced in last season. But never make yourself think that it's not as good as the ones selling in this season.

by tom550 | April 15, 2012 - 9:25pm

Thanks for raybans writing this. cheap ray bans I really feel as though ray ban wayfarer I know so ray ban 2140 much more ray ban 3025 about this cheap ray ban wayfarers than I did before. Your coach outlet blog really brought some coach outlet online things to light that I coach handbags on sale never would Coach Crossbody Bags have thought about before reading it. coach backpack You should continue this, coach mia Im sure most people would Coach Shoulder Bags agree youve got a gift.

by xian33 | April 11, 2012 - 10:22pm

by xiaojian | April 9, 2012 - 12:12am

Cheap Monster Beats By Dr Dre Lady Gaga Heartbeats Red Earphones of the packaging front transparent hollow part of the clear card to the main part of the headset and the accompanying sets of silicone. The earplugs exposed some very creative, like a rotating switch. This ear impedance only ohms, sensitivity is very suitable for portable device drivers, creative look and sound of course, is carrying out preferred. Cheap Monster Heart Beats By Dre Lady Gaga White Earphones Sale seal of the packaging can effectively prevent the invasion of dust and moisture brought short-circuit. Headset excellent performance, superior sound quality audio performance, comfort wear, performance in the market is still very eye-catching, but also worthy of recommendation. Only need to gently lift the left hand can be easily adjusted to Cheap Monster Beats By Dr Dre Lady Gaga Heartbeats Red Earphones of each knob, clear touch of the button without taking off the headphones can be easily adjusted. http://www.onlinemonsterbeatssale.com

by ralph lauren polo | April 7, 2012 - 1:47am

The Air polo ralph lauren outlet Jordan jordan shoes for sale V also featured cheap jordan a discount ralph lauren polo shirts base ralph lauren polo uk top nike air jordan with lace cheap jordan shoes locks, making ralph lauren polo sale strapping ralph lauren polos on the shoe easy. ralph lauren polo The ralph lauren polo shirt lacelock ralph lauren polo big pony feature polo ralph lauren uk partly inspired the ralph lauren sale Air Jordan ralph lauren uk Spiz'ike. The ralph lauren big pony Air Jordan V jordan shoes model polo by ralph lauren is considered to have the air jordan shoes best structure and design to wear during jordan retro basketball ralph lauren t shirts games and sold the most air jordan retro pairs of shoes nike air jordan retro from ralph lauren outlet the polo ralph lauren Air nike jordan shoes Jordan line.

by chenxin | April 5, 2012 - 7:45pm

MAC makeup discount mac makeup offers a membership opi nail polish for professionals opi blue nail polish who work in the industry opi brown nail polish including makeup gelcolor opi nail polish artists and models. There cheap opi nail polish is a small annual OPI metallic nail polish fee that you orange opi nail polish will need to pay in order to pink opi nail polish become a member, and opi nail polish wholesale you will have to purple opi nail polish meet all of the red opi nail polish requirements. It is OPI NLB55 worthwhile to become Mac makeup lipgloss a member if you are a professional Mac makeup concealer in the cosmetics Mac Makeup Eyeshadow industry because cheap mac cosmetics there are a number of benefits to being a MAC pro member. Mac makeup mascara Not only will you get to enjoy Mac makeup palette various advantages, but there Mac Venomous Villains are also privileges mac makeup wholesale that are Mac makeup bags included in your Mac marcel wanders membership. These Mac makeup lipstick definitely make the annual fee worth the mac makeup little bit of Mac makeup lash extra money Mac makeup remover water that you will spend Mac makeup eye pencil because the Mac makeup privileges and Mac Hello Kitty advantages more than Mac Ladygaga Series make up for it.

by jeffsmith123 | April 3, 2012 - 9:34pm

Hello there! This is my first comment here so I just wanted to give a quick shout out and tell you I genuinely enjoy reading through your articles. Can you recommend any other blogs/websites/forums that deal with the same subjects? Thanks a ton!
Pass4sure 642-384 / Pass4sure 000-106 / Pass4sure 646-364 / Pass4sure 646-230 / Pass4sure 642-374 / Pass4sure 650-393 /

So Simple, Yet So UnCommon: A Customer Service Story

About the Author

Comments

Most Viewed

Recommended Reading