Hello, I’m Jim Glover, That Branding Guy, for Once
a Day Marketing™. Today we are going to share a real life customer service experience
to show how the little things can enhance a brand.
During a recent stay at the Marriott Fairfield Inn &
Suites in Phoenix, Arizona I encountered an employee named Lu who was
responsible for the breakfast area at the hotel. I travel extensively on business
and Lu was one of the best brand ambassadors I've ever encountered.
Lu took great pride in her work area and the product
offerings by making sure the tables were spotless and the food selection was always
well-stocked, especially the hot coffee.
Lu warmly greeted every customer with "good morning."
She also asked the guests about their day and their stay in Phoenix. Simply
put, she made the guests feel like they were chatting with a friend or part of their
family.
As the breakfast period winded down, Lu reminded her
guests that she was about to remove the food so they could make a last dash to
the food or coffee. She also politely asked if she could clear and clean the
tables.
Later that morning I was relaxing in the lobby. Lu was in
the final stages of cleaning up for tomorrow's breakfast and was ready to
vacuum. She asked permission before turning the vacuum on knowing it might be
an intrusion. I was very impressed that she took the time to ask.
We can learn a lot from Lu about brand ambassadorship.
She made the customers feel like kings and friends at the same time and created
favorable impressions for the brand. Something to think about as you engage
your customers.
Once a Day Marketing™ positions brands to become #1 in the minds of target customers. Visit our website at www.onceadaymarketing.com.
Contact James Glover at (505) 501-1330 or email glover@onceadaymarketing.com. Listen to Ask Those Branding Guys™ every Monday at 11:00am (MDT) streaming
live on SantaFe.com KVSF 101.5 FM.
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