My eldest son is getting married in November and he and his fiancée, well mostly her really, are chasing around getting things organised. The biggest decision to be made was the location for the reception, which of course can make or break the big day so it has to be right.
The other morning I was having coffee with the soon to be Mrs Ames when she said something that made me sit up and take notice although it really shouldn’t have.
She said that when she approached each venue by the time she had set foot into the reception it was either a definite “no” or a “maybe” – no surprise there then but then she went on to say that the final decision was made by the conduct of the venue’s representative; no matter how much she liked the old pile if the face at that front got it wrong the deal was off!
What she wanted was somebody who was organised, attentive, well informed about their own venue and highly inquisitive of her (and I suppose son #1’s) wishes. If they didn’t deliver the goodies then it was a big fat “so long sucker”.
The people she met represented and reflected the venues they worked for: if they didn’t give the right impression and show a keenness of attitude then perhaps everybody else in the joint would be the same and the whole gig would be a shambles. Harsh? Maybe but it’s her day and she quite rightly wants it to be right.
Damned if she hasn’t got my vote on that one.
Here’s the question though: how many other people make the same judgements? The small details aren’t attended to, the accuracy isn’t there, the attitude is decidedly under-cooked – maybe I’ll just go someplace else.
Here is the future Mrs Ames’s list of what a great customer experience should look like: –
- Turn up on time and be prepared: everything to hand and a clear idea of what needs to be done.
- Know your product, service (or hotel) inside out and back to front: be able to answer any question asked.
- Find out what your client or prospective client really wants; don’t play your own trumpet over their tune.
- Make notes and ensure you fully document what you need to make their wishes come true.
- At the end of the meeting agree actions and deadlines then deliver what you promise.
- Maintain an up-beat, positive and can-do attitude all the way through.
I’m sure you have been subjected to a million similar messages to this one; Heavens to Betsy I know I have but when the future Mrs Ames was telling me this story in a way it all became extremely real to me again.
They aren’t buying what we sell they are buying us and we forget that at our peril.
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