I've stayed at a hotel in Asia for this week for a week long business session and we've become familiar fixtures in the location because we ate three meals there, we have our meetings there, we are constantly interacting with the hotel services staff. So they got to know us by name and preferences that we don't have to request anything specific to get what we've come to expect by the latter part of the week - from non-fat cappuccino's at breakfast to mango and watermelon shakes at lunch to night cap drinks. It`s great to an extent.
The problem is that we get complimentary unlimited laundry services in this trip. It`s a great idea that is incorrectly executed. By mid-week, the guest staff services for our floor have gotten to know that we get our laundry delivered by mid-day and would come to our rooms although we have that all too familiar `privacy please` sign. When this is ignored, preparation for someone coming to one`s room becomes affected. Our wallets are sprawled on the bed where the laundry if placed, computer equipment all over the room, credit card bills for purchases done during breaks are lying around on the floor. Any of these items could potentially be cause for identity theft or plain theft but since there`s perceived familiarity, it seems that the `privacy please` sign does not become important thus creating a security issue. Has familiarity been abused?
What steps do you take as an entrepreneur or business owner to continue to respect your customers as customers although you`d like to have that familiarity relationship because you want their loyalty?
photo by robin yap
TAGS: Customer Loyalty, Customer Service
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