Join Chris Croft for an in-depth discussion in this video Over and above, part of Customer Service Mastery: Delight Every Customer.
And we went out for dinner or whatever and when we came back to my surprise there was another one on the pillow 'cause I thought there'd be one when you arrived at the hotel and that would be it. But no, they put another one out there. So anyway, the next day we went out and when we came back again there was another chocolate. And then what happened was that we were leaving the hotel and I realized I'd forgotten something. So I went back to my room and already on my pillow was another chocolate. And I couldn't look at how they were doing it. I wondered if there was a little man in the cupboard and every time I leave the room he pops out the cupboard and does a chocolate and goes back in the cupboard because how were they doing that? And I think what they must've done was when you left the hotel and you gave in your key they must've immediately gone upstairs and put a chocolate on your pillow, which I mean that's real dedication, isn't it? I started going out and coming back in again just to get another chocolate.
We must've had loads. But I thought that's an amazing system. There were some other good things about that hotel and I'm going to come back to that on some later videos. But just a couple of other examples of giving you more than you expect. On my tip of the month I quite often put a PS. And I've started a little tradition of putting quite a few PSs. I have PPS and PPPPS and PPPPPS, and I keep thinking of little extra things to mention, you know, films I've seen that would go to all, music to recommend, or questions for people.
And it's just going a bit further than you would expect, having some PSs. And some people say they like my PSs, I don't know. I've already mentioned cleaning your car when it's serviced. That's going beyond the expected. And when I do a training course for people I quite often give them a free book, just a little mini-book that I've made. So if it was something like, if we were doing a customer care course, I've got a little customer care mini-book and I'd give a copy to each person. And they only cost, they probably cost a pound each to print so, you know, that's probably 15 pounds it's cost me.
But the delight factor I think is worth it 'cause you're not going to throw that book away. You're going to keep it somewhere and then in years to come when you think, "Who should we get in "to do the training?" You'll think, "Oh yeah, that guy who gave us the book. "We liked him." And they'll get the book out and there will be my details on the back of the book. So a free book is an example of just going a bit further than people expect. And the final example I've got was that we had some builders who did our kitchen revamp and we extended the kitchen, and that was all great. And the builders said, "Are you going to have a TV "on the end wall?" And we said, "No, we don't thinK we need "a TV in the kitchen." And they said, "Oh yeah, you've got to have a TV." They said, "Well, look, we'll just put the wires "in anyway, shall we, just in case." And I went, "All right then." So when they'd finished the kitchen there was just this wire sticking out of the wall.
And I said to the (mumbles), "We're going to have "to get a TV now, aren't we?" And the guy was going, "Well, yeah, but I know "a really good place where you can get a lovely "big TV really cheap. "I know the guy. "It's brilliant. "Should I get it for you?" So he not only recommended where to buy the telly but he actually bought it for me, said, "I'll get it." So he went and bought it, brought it back, he did all the installing, the brackets, put it all in, plumbed it all in and made it work for me. And I had to pay him for the telly but, you know, I was fine with that. So his mate was happy 'cause he got to sell a telly.
I was delighted. I've got a great big telly in my kitchen now, which is great. But the main thing was I'm really pleased with the builder 'cause he looked after me. He was like a friend. He did everything for me. And so that idea of just doing a bit more than expected. So for you, when you do whatever it is you do for your customers, what would the next step be if you were going to do a bit more than they were expecting?
- Creative swiping
- Breaking the rules
- Nailing the basics
- Contact points