…
in a London hotel yesterday, I found a pot of gold at the end of the journey…
It was a terrible day to try and work in London – (the protests caused logistical challenges, delays and additional costs of over £100 to me), I was ready for a simple and easy check in at a London Hotel. This was not to be the case – over 3 hours of challenges with the hotel on the basics they should offer reminded me how often the premium facilities can get it wrong.
The essentials should be offered as a basic – food/heat/bed/lighting etc. As a premium facility – service should be exemplary – and then any extras should be layered on top. There is very little point in having inspirational modern art when you cant manage to offer your well travelled guests a much needed ‘home from home’.
The problems were not still resolved this morning and my own plans disturbed as I tried to resolve them…half way through and in much need of breakfast – I nipped to the high street eatery – Prêt a Manger @ Marble Arch
I was overwhelmed at the fantastic and slick service provided by Piotr and his team – in particular Birom. The counter service staff member radiated happiness and friendliness – shaking customers by the hand and making ever single customer smile. He was slick and efficient on service but he treated everyone to such fantastic interaction – that I genuinely saw one customer come back to him to buy more.
So – for a £2 coffee – I am treated like a queen – and for a £200+ hotel room – I am treated terribly…where is the logic.
I am not going to “do a Clarkson” (my new phrase) but I can say that without great customer service and making your customers feel as good as Birom did, your business will be challenged, repeat sales will be hard to encourage and you will not get great word of mouth publicity.
We are helping people around the globe to achieve better businesses and better customer interaction. If you need some help in this area - why not organise a coffee with one of our team. Perhaps we can go and see Birom?
