Losing Sight of Your Special Features 

5 spa photo outside

Is it possible you have been working at your current place of business for so long you have lost focus on some of the special touches or features that a customer cares about? 

On a recent trip to Maui, I treated myself to a spa experience. Because there are so many to choose from, I had done a lot a research in order to pick one that had the type of environment that is important to me when enjoying a spa. Other than the treatment itself, what I care about is the uniqueness of a relaxation room I can use before and after the service. This particular spa had a photo on their website that showed a chaise lounge area overlooking the ocean with a large open-air window. Perfect!  

When I got there, however, they escorted me to a waiting room that looked more like my dentist’s office with a view of the parking lot! After sitting for about 30 minutes, I finally went to the desk and inquired about the room pictured on the website. The staff member at the desk replied in a bored voice, “Yes, it’s right over there,” while pointing to her immediate right. This area is slightly to the side of the front desk and not a door I would ever use without being told to do so during the orientation tour of the facility. I was able to enjoy about 15 minutes in this space before my appointment time, but by then I was irritated by the overall experience.

Check out the video and see what I mean! 

What are the special touches you have in your business that you have lost touch with over time? How can you make sure that your customers know about and benefit from them? 

An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to-resource” for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement. Her latest book, The 10¢ Decision: How Small Change Pays of Big, presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences.

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