Engage your Customers

In his 10 Commandments of Exceptional Customer Service, Mark Sanborn writes;

Marketing creates demand.
Selling creates transactions.
Service creates customers

This is absolutely true and your company must create customers by providing great products and service, however there is fierce competition out there who are able to very quickly imitate your product and match the service with cheaper rates. The big question now is how do we keep the buyers coming back or retain them?

Customer retention and loyalty increases only by ENGAGING and INVOLVING them. It's the relationship between your company or its associates that keeps the customers stick to your brand. As I keep working on my current assignment at Le Meridien Al Aqah beach resort in Fujairah UAE, I interact casually with some of their regular clients and I learn the reasons that make them frequent this hotel.

One guest from Holland commented that the butchery chef knows well that he loves Mayonaise and he makes sure that there is Mayonaise Sauce on his table whenever he dines at any of the restaurants in the hotel. In fact the guest actually calls this Chef and informs him about his next visit before he even contacts the reservations team. WOW!

Another Customer from Germany who are visiting for the 10th time said "Almost all the staff know our name and even my favorite beer and as he was mentioning that to me, a smiling associate handed out a Heineken from a tray of assorted drinks to him at the General Manager's Guest Cocktail party.

Take a look at the picture below - It's the Associate Grafitti wall located back of the house where the staff involve their guests as well in writing about the hotel. A perfect example of engaging customers.

This wall is filled with positive things about the hotel and it really inspires the associates as they walk the corridor to start work each day.

Southwest airlines is another great company that is well known for engaging their customers. Watch this flight attendant making the in flight announcement in his Rap style as the passengers clap with him.

Teaming up to thank the boss

I am a raving fan of Le Meridien Al Aqah beach resort not just because I have worked in this place but because this hotel, it's leadersip and the employees continue to amaze me consistently. Today, I am glad to back in this hotel which has bagged numerous awards in the past. On the 7th May 2009, the hotel once again won 4 more at the MENA (Middle East and North Africa Travel Awards) in Dubai. I am here in the hotel now, not as an employee but as a consultant and I can feel the pride and happiness around the associates (as they call themselves now with the Starwood) about winning the awards. The smiles, greeting each other over the achievement and sharing the celebrations with the customers is a treat to watch.

As an example of how they celebrate and thank each other, I recall the year 2005 when the General Manager of the hotel, Mr. Patrick Antaki returned from the World travel Awards held in United Kingdom with a trophy for the "Best Leisure hotel". As a gesture and a surprise to the GM, we arranged a a little party on the 15th Floor lounge of the hotel which had a fantastic view of the Ocean and what he saw was the picture below;

Yes, it's the associates forming a human chain on the shores to thank the boss. Winning is indeed about being together at all times and expressing gratitude to your collegues and customers.

Delight yourself first to delight people around you. Most importantly, make your choice NOW!

Meet me at: www.gettingtodelight.com

Are you just there or really present?

I am completely in love with the location from where I write this blog. It's the 15th floor club lounge of Le Meridien Al Aqah beach resort in Fujairah with a panoramic view of the vast Indian Ocean and blue skies right in front. As my laptop was booting up, I stood by the enormous windows taking deep breaths enjoying the precious moments. Life is indeed a gift. I worked in this very same hotel for 3 years until December 2005 and ironically not once can I remember taking time alone at this lounge to appreciate the beauty of nature and life. Life is about the present moment and I am happy I did that NOW!

I originally intended to write about my flight to Dubai and the little things I noticed on-board, customer service of course. I flew Emirates and the check in agent at the airport was helpful to give me an aisle seat next to the emergency doors as requested. Throughout the flight I paid attention to how the staff performed and it actually does not take an expert to understand the motivation levels of employees. It was evident that some of them were REALLY PRESENT to serve customers while the rest were JUST THERE for a paltry sum they were paid (at least they thought so and one of them even mentioned that to me while I was deplaning).

The "Just there" (JT) employees had rigid faces and;

1. Used expressions like "towels?" when they were serving cold /hot towels with very little politeness.

2. Were whining to their colleagues on why he/she did not clear a tray in a particular row after the meal was served. Obviously the passenger had not finished eating.

3. Refused a timid passenger (who did not speak fluent English) use the toilet after the flight landed saying it was filled with soiled linen. I had to intervene, talk the flight attendant out of his laziness to help the poor passenger out of his agony.

4. Acted without thinking on basics. One "JT" employee connected a laptop of a passenger to the socket near the emergency doors in order to charge the battery until the safety hazard of the wire getting in between was pointed out by.......who else but one of them that belonged to a different category below.

The same flight also had the "YAY" employees who were Really Present with a bright smile and a warm greeting.

1. I remember Lyn who escorted me all the way to seat 37C and commented with enthusiasm ,,Perfect seat for a comfortable journey".

2. She tried to help a man who did not speak English with the details of his transit time at Dubai on his way to Jeddah. I saw no signs of frustrations and in fact volunteered to help her with the translation for which she was thankful.

3. One flight attendant who was energetic all through took position in the middle of the aircraft after we landed and was thanking every passenger as they crossed him to get down from the plane. The really present ones can make an impact even with a Single phrase. He only said "Thank you for flying Emirates" with a true Smile.

4. These guys kept the passengers engaged and also were having fun on the job.

If you are just there, your customers can spot you easily just as much as they appreciate the "Really present" ones which is what I have done.

Delight yourself first to delight people around you. Most importantly, make your choice NOW!

Meet me at: www.gettingtodelight.com