Partner Article

I Love 5 Star Hotels

My one weakness (well the only one I’m going to share with you lot) is 5 star hotels. The most important difference between 5 star and hotels of a lower standard? The service; I love it. Sucker that I am, I love it when I check in at a hotel where I’ve stayed before and the receptionist says “How nice to see you again Mr Hempstead”. (It’s only ever happened to me at 5 star hotels.) Let me be clear; I know that the receptionist doesn’t remember me (it may be 12 months since I last stayed) and that it’s the computer that flashes a signal by name showing me to be a returning guest, but I stand there, feeling important, smile and say “Thank you”. I like the fact that they value my business enough to have done that ’little thing’ and give me some recognition for giving them my business again.

Why is it that I can return again and again to other businesses and they don’t do that same ‘little thing’. Even on a pre-arranged appointment (so they know the day and time I’m coming) the conversation usually goes something like this:

Receptionist: “Can I help you?”

Me: “Yes, I’ve got a 2pm appointment”

Receptionist: “Who have you come to see?”

Why is it so impersonal? They knew I was coming that day!!

I believe that the receptionist should be advised of my name, who I’ll be meeting and whether or not I’m a potential new client or an existing one. As a result, the conversation the receptionist has with me should then be a very different one to the one above. It’s a simple but important and effective way of being able to make your business stand out - because no one else bothers to do it - whilst demonstrating that your client can expect a level of service they won’t find anywhere else. Why don’t I get that experience at accountants, solicitors, estate agents etc etc, or anywhere else I go and first encounter a receptionist? Let me repeat - it’s only ever happened to me at 5 star hotels.

SERVICE - it’s your greatest product

This was posted in Bdaily's Members' News section by Austen Hempstead .