CX Tip: Anticipate Wishes
Lee Kantor: [00:00:07] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is anticipate, expressed and unexpressed needs and wishes. Please tell us more.
Jill Heineck: [00:00:17] You know, this is what creates customers for life. Think of brands like the Ritz Carlton Hotels whose mantra is “Ladies and gentlemen serving ladies and gentlemen,” which is their high level approach to creating a culture of mutual respect between guests and their staff. It’s inbred in training their staff to deliver at this high level. The staff has bought into the concept that they have been called to serve, to curate an indelible experience and create memorable moments.
Jill Heineck: [00:00:46] For example, at one hotel, a staff member had special mints, particular sparkling water and tickets to the opera in anticipation of a regular guest arrival. Another had heard the panic in a guest’s voice about not having his suit pressed in time for his big meeting the next day. So, while he was at dinner, the staff member had all of his shirts in his luggage and suits pressed and back in his closet before he ever finished dinner. You know, how is that for anticipating needs and wishes? Now, that’s your tip for the day.
Lee Kantor: [00:01:17] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.