Do you put yourselves in the shoes of your customers?
When you do, is the experience memorable? Does it feel effortless?
I naturally do this while traveling with my family, not just because I’m a #customerexperience consultant. I truly can’t help myself!
Recently, while in NYC, we stayed at a AAA Four Diamond hotel whose reception area for check in was on the 2nd floor. The problem was their posted bellman and luggage storage were in the lobby.
What did this mean for the guest?
✓ We had to bring our bags to the 2nd floor to check in.
✓ When our room wasn’t ready we were told to bring our bags back down to the lobby to store them.
The issue wasn’t the location of the bell closet; it was the location of the posted bellman and the procedure for bag storage. If a second bellman can’t be posted on the 2nd floor, then the front desk associate should have paged the bellman to come up to take our bags.
True hospitality is seamless because scenarios like the one above are scrutinized in advance to enhance the customer experience.
If you aren’t already thinking like a guest, consider booking a customer experience audit in 2024.