In my last post, I described how excited I was to visit the Lemon Tree hotel in India because the hotel had sent me a positive welcome email claiming I would be met by smiles and friendliness.
Real World Story: After my 30-hour trek from the US to India, I checked in at the front desk of my hotel at 3:00 am. I was not welcomed 
with friendliness or a smile; however, I wrote it off to the late hour and was just too tired to care.
The next morning, I started thinking about the expectations of great service I had been promised. As I approached the front desk, I was ready for my huge smiles and friendly people. Of the three staff standing at the front counter, only one looked at me, but with no smile. When I said I was checking out, she mumbled something about needing my credit card. Little did I know my client had already pre-paid my room. The front desk person made no mention of this, so she handed me my receipt for my payment, and I was done. Or so I thought. Naturally, my client was upset when I told him I had paid for my room. He would now need to follow-up and double-check his account was not charged.
First impressions are very important, but since I would return in one week, I thought I would save any judgments and give the Lemon Tree Hotel a second try.
On my return arrival, I WAS greeted by a gentleman with a friendly demeanor and huge smile. He was extremely accommodating and made me feel welcomed at the hotel.
The next morning, however, I was greeted by an un-interested employee who again tried to charge me for my hotel stay. Knowing that my client had already paid, I insisted he check his records. After waiting for what seemed like an eternity and getting no communication from the employee while he searched his records, I told him to forget it. I would deal with the charge later.
Strategies that Turn it Around:
- If you promise to greet a customer with a huge smile and friendly demeanor, you need to ENSURE everyone in you company can fulfill this expectation. I’ve said it a million times: the number one reason for complaints is unmet expectations.
- Make sure your employees KNOW your promises and are trained to fulfill such promises.
- Ensure your front desk staff are willing, able and trained to deliver an extraordinary first impression.
- Recognize great performance by staff every time you see it. Behavior that is recognized and rewarded is repeated, and imitated by others.
Remember: Customers start forming first impressions of you BEFORE they step foot in your establishment. Make sure your promises are fulfilled by your employees through consistent and positive behavior throughout the customer experience. Failing to deliver on your promises will cost you a great first impression and, ultimately, loyal customers.
What do you do to ensure consistent delivery of great customer experiences? Please share your tips in the comments section below.