Break up the traditionally long front desk.
When was the last time you had such an exceptional customer service experience that it left you saying, “ WOW”?
Real world story: It was yet another business trip. Due to the massive amount of travel I’ve been doing lately, I’ve started turning on my autopilot. I make like a robot as I move from one destination to another to the next. My expectations are low and so is my energy.
However, on this day, after spending most of the day traveling from San Diego to Minneapolis by car, bus, airplane and yet another car, I had zero expectations of anything great. Then … I entered the Marriott Hotel City Center in downtown Minneapolis. I walked toward the front desk. When I was about 20 feet away, an employee made eye contact, gave me a huge smile, came out from around the counter and said, “Welcome to the Marriott.” Wow! I was impressed. Usually, when I approach a front desk, employees take a few seconds to notice me, and when they do, they look at me as if I’m bothering them. This young man, named Reinhardt—I know because he was wearing a name badge!—was so friendly and kind. He joked easily with me throughout our entire encounter. A few times he actually laughed out loud while throwing his head back. When he was finished registering me, he came out from around the counter and walked with me while pointing out the elevator I would be using. He then whispered, “Since you were so nice, I gave you a free breakfast for every morning of your entire stay.” What? He gave me a free breakfast? Who does that? Reinhardt does! Someone trained this young man the right way—elevating what I suspect is inherently his nature of sincerity and kindness.
Strategies that Turn it Around:
While checking out, I encountered yet another fabulous employee. I asked her a few questions about why everyone at the front desk was so nice. She taught me a few lessons:
- Break up the traditionally long front desk. At this hotel, the registration counter allows employees to easily see incoming customers. It is arranged into 3 separate counters to avoid barriers between employees and customers. Employees are able to come out from around the counter easily to assist and connect with their customers. Genius!
- Use the 15/5 rule. Employees are taught to make eye contact and smile at customers when they are within 15 feet. Employees then give a verbal greeting when customers are within 5 feet. Wonderful!
- Hire the right people. When I asked how this hotel could have so many good people, the Marriott employee said they hire the right folks. She admits the front desk job isn’t difficult, but you need a positive attitude and a true desire to help people. Fabulous!
Remember: With proper planning, thought-out procedures, and the right people, you can create an extraordinary customer experience that your customers will remember for a long time. And who knows, they may even write a blog post about it.
What do YOU do to ensure an extraordinary customer experience to every customer every time.
