How do your customers feel when they do business with you? Is it just an “ok” experience – or would they go out of their way to rave about you?
Last week, my family and I spent the week in Nantucket, Massachusetts. It’s a small island which has become a getaway for the super wealthy. It’s the kind of place where a nice house on the water will set you back a cool $30 million and change.
There are only a couple of hotels on the Island (most are tiny bed and breakfast’s… not the best place for a family of 6!) – so we stayed at The Nantucket. A small resort that’s just a 3 minute leisurely stroll into town.
Now, I’ve stayed at hundreds of hotels over the years. Lots of very nice, luxury resorts – but this one blew me away with their customer service. Here were a few highlights…
- Free welcome buckets and shovels for all my kids upon check-in (perfect for a day at the beach). It probably cost them $1.. but the impact on my kids was worth thousands.
- Hundreds of DVDs you can borrow from their lobby to watch in your room. No need to check them out – it’s all on the honor system. Simply return it when you are done.
- Throughout the week we were there, they have 3 Rolls Royce’s out front. And guests could drive them around.. for FREE!
- During breakfast and dinner time – our kids could play in the “Kid’s Club” (which was supervised) so my wife and I could have alone time. Oh yeah, it was all FREE!
- I asked about where to rent a stroller – and the front-desk associate immediately found one in the back room and let us use it all week for no charge.
- Special activities at night – like s’mores by the fire (yep, that was FREE too)
As a direct comparison – we stayed at a very nice ski resort this past winter. They had DVDs we could borrow – but you had to signup with your ID and room key. If you didn’t return it, you would be charged. There was no trust.
And they also had a campfire at night – except you had to go to their hotel shop and BUY the s’mores “kit”. It was only $6 or so.. but how much does it really cost the hotel to throw in some graham crackers, marshmallows and a chocolate bar?
Sure, I paid a small fortune to stay at The Nantucket for the week. But I also felt like I wasn’t nickled and dimed around every corner. And while those small things (DVDs, s’mores, buckets and supervised play) didn’t cost the hotel much – the impact was massive.
I can’t help but tell everybody about our experience there.
From the minute we walked into the lobby to the moment we checked out – they went out of the way to make my family feel welcomed. Always friendly. Always smiling. You just felt like there were there to take great care of us.
And THAT is the exact feeling you need to give your customers who pay for your products and services.
It made me take a step back and re-evaluate the experience I provide to all my customers. And I realize I can make the customer experience better. MUCH better.
Here are some things to ask yourself:
Are you constantly up-selling and trying to squeeze more money out of your customers? Do you ever throw in free unannounced bonuses without a hidden agenda? Are you setting “tripwires” or placing welcome mats? Do you truly over-deliver? Do you provide an experience so amazing – your customers can’t help but tell everyone they know about you?
It doesn’t matter if they bought a $5 “intro” product or a $5K coaching program – treat everyone who does business with you the same way my family was treated at The Nantucket. And when you do that.. you simply can’t lose.