Details matter the most. Especially when you have customer facing employees.
Taking that extra step may require additional time and effort, but it provides the customer with correct information and makes for an all-around better experience.
While on vacation recently…
I was eager to find an outdoor yoga class. After doing some research, I found that a nearby farm offered an 8:30 a.m. class every Monday and Friday. On Monday, I excitedly headed over to the farm and found that there was no yoga to be found.
The cashier at the marketplace (as yoga was an extra amenity sponsored by a local hotel) told me that classes were now held on Wednesdays and Fridays at 8 a.m. So I chalked it up to an outdated website and departed.
I returned on Wednesday…
and again, no yoga. The same cashier was working and when she reviewed the schedule this time, she told me that Monday would be the next class. I asked her, “what happened to Friday’s class?” and pressed her this time to speak with a supervisor – someone who would really know the answer.
The correct answer was that yoga was actually held on Mondays and Fridays at 8 a.m. and that since nobody had shown up for Monday’s class, the instructor had already departed – leaving me unaware of this information when arriving at 8:30 a.m.
So not M/F at 8:30 a.m., per the website.
So not W/F at 8 a.m., per the employee.
But M/F @ 8 a.m.
Good thing our rental house was just around the corner and the farm sells hot coffee and baked goods.
I returned on Friday…
and had a lovely class! However, giving a business three opportunities to get it right is an exception to the rule.
How many strikes do you give a business before you take your business elsewhere?