Added Service

    

     Recently, I spent some time at a resort, which bills itself as resort and spa.  First impressions are very important and even more so, when you’re shelling out big bucks for what you consider is going to be an exceptional experience.

     I could have overlooked the newspaper and real estate guide dispensers in an entrance that was barely wider than the double doors to enter, however, the snow pusher and the fact that four out of the six posters in the entrance had expired (some quite a few months before) and the dead-fly laden chandelier were not welcoming sights. Then, upon entering, discovered only one luggage trolley for the whole resort, no elevator to the second floor, which was where they had assigned a room for someone who couldn’t walk upstairs (this after not one, but two calls to the resort to ensure a ground floor room).  To be fair, they did upgrade that person with an upgraded room on the main floor.  But, this should not be confused with added service.  That was making it right!

      I must say, that after we were in our room, the courtyard just outside our room’s patio doors was a comforting haven with manicured lawns, a brook and walking bridge, trees gazebos and park style benches (the weathered wood on the benches could have used some attention though). 

    What would you have done if you were the owner here?  I would have someone remove the newspaper dispensers from the entrance along with the snow pusher (it is August after all) and then maintenance would have to clean down webs descending from the vaulted ceiling in the entrance and vacuum the dead critters out of the chandelier.  Expired posters would also be removed and no posters would be permitted in the entrance.  This would be designated to an area where other published advertising is posted.  Clients would be asked which paper they would like as a complimentary service in the morning.  Reservations would be taken and repeated back to the client and a follow up email, phone call or text would be dispatched to ensure my client’s needs would be minimally met.  

     ‘Added Service’ is something we like to talk about, but, do we really have a handle on how to deliver it?  An overture of service when someone comes to you with a complaint is not added service. 

     As this was a spa resort, their prices are higher and their standard of care is higher and their client service should be too! 

Added service for this type of hotel could be luggage service, valet parking, breakfast buffet, etc., something that isn’t available in regular overnight stay hotels.  I wouldn’t add express checkout here unless there is a great demand for it from clients as that is the time that you get to find out what kind of experiences your clients have had. 

     Added service for your business could be anything of value to your clients that others are not doing and that go over and above the standard level of care and service for your clients.

     So, go ahead and let your imagination run wild, or, just think about what you would like if you were your client.  This can be very simple or quite complex.  It would all depend on the type of business you have and what you feel would be of value and appreciated by your clients. 

It’s not just about getting it done; it’s about getting it done and leaving that lasting, positive memory with your clients.