• Mary Ann "Skipper"
  • 2006
  • 0

Last week I was staying at a hotel. I left a 5:00 AM wake up call in order to catch my 8:45 AM flight the next day. The following morning the phone rang as requested. “Good morning.  This is your wake up call,” said the automated voice.

Five minutes later I was startled when the phone rang again. It was a live person asking if I had received my wake up call.

I took my shower and heard a knock at the door a few minutes later. The security guard delivering the USA TODAY had stopped to make sure I was awake.

I was so impressed at the level of service. They knew I had a flight that I did not want to miss. The staff did everything they could to support me in my goal. They were personable and took a genuine interest. They were invested in what was important to me.

Being committed to customers means going beyond the expected level of service. It’s doing the details. It also requires knowing what matters to your customer and helping them accomplish it.

What do your customers want to achieve?