We are away on our annual holiday in Cyprus and as usual our hosts and all of the
other business owners that we come into contact with are exceptionally warm and sincere and if we ask for something that is missing, isn’t on the menu or hadn’t been included then they do their utmost to accommodate us.
I am pleased to say that in all cases they put it right and go that extra mile to help!
However, this makes it sound that we are in a perfect place and just like the quality of things in England, it is far from that.
Often the quality or standard of what is provided is lacking and in fact I frequently feel that there is simply a lack of awareness of just how customers are experiencing their service or product.
When did the restaurant owner last look behind the doors in his loo’s, check the cups were clean or check whether the bulb worked in the bedside lamp or even deliver the car that was ordered instead of one that they thought would do!
I say that because 10 years ago we arrived for our wedding at the old Paphos airport with numerous large suitcases packed with the wedding paraphernalia, we had ordered something big enough to take all of the bags and we got a Susuki Matiz! It was so hysterical seeing us trying to squeeze suitcases into this tiny car plus both of us and to this day we still laugh!
It certainly seems sometimes that many business owners don’t actually check how their staff are delivering their service or what their customers think, relying on Tripadvisor to do that for them. They have been trained right?
Don’t get me wrong the people here are the nicest people that I know and want their visitors to feel welcome and have a wonderful time and we love them to bits. They are the reason that we return to the same holiday destination every year.
But it got me thinking about my own service to customers and I wondered if my customers experience a level of service that although I am determined that I give- may not in reality deliver? Particularly as our business is 12 years old!
Do I forget to check behind the loo doors? Do I give my clients the quality service that want or expect in the way that they expect it?
When I get back I will examine more closely to see if I am leaving my customers wanting.
So how often do you check that what you are delivering is ‘on the button’ with your clients? Or when did you last check behind the loo doors! Or do you simply respond to feedback when it comes up?
There is no such thing as failure there is only feedback!