Archive for the ‘Case Studies’ category

Amara Hotel exemplifies superior service

September 14, 2008

Some hotels claim to have superb service. Others actually provide it. Here’s an example of some of the outstanding service I received on my recent stay at the Amara Singapore.

Arriving at 6:00 a.m. from my overseas flight, I was informed I needed to check back at 10:00 to see if a room was available for early check in. Or I could pay for an additional night’s stay. I choose to cool my heels until 10, and asked where I could change clothes. Expecting to be directed toward the ladies room, I was pleased to be told I could take a shower, use the workout facilities and change clothes in the gym. After stowing my luggage, I set out for the gym.


Do you trust your customers?

August 11, 2008

In a recent vacation to Lake Placid, NY, I was taken down a winding country road to South Meadow Farm. We entered the small room attached to the barn which displayed a large variety of local food stuffs. We were tempted by shelves of maple syrup (light-, medium-, and dark-amber varieties), homemade jam, maple-based candy and other local goodies.

But what was missing was most striking.


Do your staff understand the customer experience?

July 30, 2008

Are your staff putting themselves in your customers’ shoes, thinking through the customer experience? Does your staff help your customers save time, money and aggravation, rather than causing more of these?

Twice recently, with two different reps at my travel agency, I found they didn’t really understand the customer experience, so I ended up spending more time, money and hassle than necessary.


Soaring customer service

February 10, 2008

Singapore AirlinesThe last seminar in Singapore was for 90 cabin crew of Singapore Airlines. I’d flown from SFO to Singapore as well as to and from India on Singapore Airlines, so had scrutinized the staff and their service. I had plenty of examples to sprinkle in my presentation on Calming Upset Customers.

The good news was, almost all of my examples were positive. I didn’t see any employee ignoring a passenger, nor acting inappropriately. The only criticism I saw in all my interactions was one for management.


Sales techniques learned from Indian shopkeepers

February 5, 2008

Taj MahalIn Agra, our group descended the stairs into the marble shop where ten men sat on the floor before us. We seated ourselves on the long bench to observe their craft. Sam, the shopkeeper and guide, walked us through the making of the intricate marble tabletops, boxes, and plates inlaid with semi-precious stones. This same art work adorns the Taj Mahal.

marble craftsmanWe watched transfixed as the younger men — often sons of the older men — sanded ant-sized pieces of malachite, turquoise, onyx, abalone, cornelian, lapis, jade, mother of pearl and coral into the correct shapes. The master craftsman chiseled out the marble into which these minuscule pieces would be glued in place to create the ornate designs.

Naively, we didn’t realize the sales process had begun.