I recently traveled to a regional train in Australia. When booking my ticket, I asked, "What's the difference between the first and second class?" The booking agent replied "Oh, there is a small footroom in the first class".
This experience reminded me of a presentation I once attended, given by a CEO of a large five-star hotel. He often asks his new colleagues, "What's the difference between our $ 300 dollars per night and a $ 100 night-time room at another local hotel?" He knew he was in trouble when the worker replied "$ 200".
The difference between service and satisfaction is not "more room". Not even "$ 200". The difference is the feeling of satisfaction as a result of the provision of the service. The "leg" and "200 dollars" can provide accurate information about the service, but they are not about how the customer feels about the service.
As a provider, how does this feeling of satisfaction develop? Creating a personal relationship
There are at least three elements for establishing a personal relationship between the customer and the service provider:
– the effective use of personal space
– creating a personal relationship and  making the service experience memorable for the client  Take Three Experiences That Exemplify This Approach
1. Effective use of personal space:
In the first I was lucky enough to stay at Shelbourne Hotel in Dublin. After getting the details in Check In, the clerk came in from behind the counter, introduced himself to you, explained to us and guided us to all the things that would probably be needed during our stay. After joining us in the "square" on the side of the counter, he gave us a greeting that would be similar to what we visited a friend's home. And without being energized or coercive.
Effective use of personal space is the first key to build a positive first impression. However, remember this requires tact and sensitivity
. Creating a personal relationship:
The "personal space" is closely linked to the ability to create a personal relationship. The simplest way to do this is to use the client name. How easy is it to do this? Well, if the customer's name is printed anywhere in the documentation, there is no excuse not to do it.
Singapore Airliner has recently been nominated again as the world's best airline. There are probably many reasons for this. However, I'm sure one of them is always trying to use the customer's name. For example, if you are flying to a first business or leisure class when you present the boarding pass at the gate, the attendant often says, "Good flying Mr. Selden." Likewise, when you introduce your boarding pass to the flight crew when you board, they say, "Welcome on board Mr. Selden." Besides, occasionally, the Chief Steward personally introduced himself to me, shaking my hand and asking if I need anything, just ask.
We all love to hear our own name. It indicates that we are actually a person with feelings, desires and needs and not something to process. Using names is an excellent way to build personal relationships. It is perhaps the simplest to learn and apply from the three elements of building personal relationships.
3rd Making service experience memorable for the customer:
Among the three elements, this is the most demanded to be able to get into the customer's world.
A few years ago my wife employed a new manager who took over the job, had to move and her husband from Melbourne to Sydney. During their first week in Sydney, we took them to our favorite restaurant for dinner. The meal went well, but the crowning glory came when the desserts arrived. Hot chocolate on the guest's edge was the word "Welcome to Sydney". Will we do this with the restaurant? No. The waitress recognized these details shortly through a brief discussion at the beginning of the meal and handed them over to the chef. I know that many years later this couple still talked about the great greetings they had during the first week of Sydney.
The feeling of customer satisfaction is not a rocket science. It is very easy to train service providers on how to do this. However, the real key to building personal customer relationships is that the contacts are developing with people. All of the great training in the world will only be successful if senior executives, middle managers, and frontline leaders are:
– Effectively using personal space
– Establishing a personal relationship and
Managers who model personal relationships are key to service providers doing the same.
Source by sbobet