Never Lose a Customer Again

Watch Your Customers in Their “Natural Habitat”

OBSERVE: A STEP-BY-STEP PROCESS

I wouldn’t wish on my worst enemy), but her thoughtful note left me feeling cared for in a way that I had not before, and have not since, experienced at a hotel. By observing my behaviors and then acting on that information, Kelly was able to create a meaningful moment that I’m still raving about years later.

Instead, the Mandarin Oriental trains its employees to do everything possible to make customers’ visits remarkable. A key practice in this commitment is to observe the customer. In this particular case, the housekeeper, Kelly, went above and beyond to make me feel comforted after observing the cough syrup disaster. Not only did she clean

Eventually I asked him. He said he knew my name because he read the luggage tag on my bag. This incredible bellman had taken the time to read my name off the suitcase so that he could address me by name. When I asked him why he did this, he explained, “It’s really

your CRM, a customer survey may be an efficient way to gather that data for every customer you serve. When conducting these surveys, remember to be short (ask only a few questions), relevant (ask questions the customer can imagine you need to know), and efficient

Customer Surveys

Google Searches After exhausting the

“About Us” sections where team members are profiled. The closer your customers are to holding C-suite positions, the more likely you will find information about them on the company website. Don’t forget to review any company newsletters for team member profiles. Finally, make sure to copy