Experience Management
Copyright LocalLeadOptimiser.co.uk. & Henry James.All rights reserved. 2022-2023.
How Does Your Business Manage Your Customer Experiences?
As you know, many people view people who sell property with more disdain than the likes of Matt Hancock and other politicians. Albeit some surveys now put them lower!!
And, as you also know, the sale of property is actually straightforward. It is only people's greed, their emotions, and their situational ethics that cause the problems.
Over the last few weeks, I have been out and about again (as well as consulting on a new insurance product for property owners), and consolidating some bits of my own business with more streamlined delivery.
I know you are a busy person, so your "downtime" is very precious. It is not something you donate freely or without some forethought.
When I have some downtime prefer to go somewhere I know I will not have any hassle. Partly due to daily stresses and partly due to the lessons of the last recession
and the pandemic where you only spend money on sure things - where the "known is known".
This blog is about customer experience so let me relate a few of my recent experiences.
It started with a UK Hotel Chain that had been taken over by a bigger chain - but we did not know that at the time of booking.
The Trigger for the weekend away? My anniversary.
Location: Brighton
Summary: SABENA (Sodding Awful Bloody Experience Never Again).
I suspect I am probably the only one who remembers them as an Airline. [Just FYI they went bankrupt in 2001].
But the Acronym spelt out the level of service many people felt they provided.
Where to start on this one.....I will not bore you with all the details. Four Star Hotel (allegedly).
Booked months in advance. Clever upsell on the 'phone to my other half. My wife took a sea view room, as a result.
We arrived in Brighton early to take advantage of the Hotel Car Park for the day.
Dumped the cases and the car. Went to lunch at English's...3rd time, excellent. Walked around Brighton. Beautiful day. Returned to Hotel to our "Premium" Sea View room .....couldn't see the sea view without looking through a mist of dirt, grime, and coastal bird pooh! Complaint #1 as that room view was to cost us an extra £75 for each night.
12.30 a.m. There was such a rowdy crowd out the front from the Hotel's own bar so no chance of sleep, even on the 3rd floor. Time for a room change Complaint #2 (got to sleep @ 01.45!)
Breakfast next morning: 5-7 minute wait just for milk and juice at the buffet and no one to serve/ask for tea or coffee 'til we prompted.
Seated under shelving full of months-old dead plants. Oh well, just grin and bear it. We just want a nice anniversary.
Walked to Brighton Marina (pouring rain) then had lunch, coffee, walked to Hove (had fantastic ice cream at Marrocco's - look it up if you are on the Front). Back to Hotel.
To make amends the hotel had left us, as agreed, some Champagne (except it was Sparkly White, not the Champagne, they said it would be.... hey ho!). Unfortunately [lack of detail to check] for them and us, they left it in a leaking champagne bucket so not only did we not have Champagne, the Sparkly wine was lukewarm and we had a nice wet, dripping chest of drawers! Thankfully having changed rooms we did not have any clothes in the Chest of Drawers, they were still in the case.
The next morning for breakfast: still the same dead plants, but we did not have to wait for the milk or juice, but did get an extra bonus in my cereal of Muesli - a nice chunk of chipped china that nearly cracked my tooth.
And when we came to check out because of the room changes - we ended up with two bills to pay in the end - our pre-authorised card did not follow us... so after a further 3/4 hour wait at check out until that was resolved.
Needless to say, they failed on virtually every TouchPoint imaginable. Even though we were offered a FREE night there is no way we will be going back.
The experience was such a poor one, failing at every level imaginable, even the offer could not put right what went wrong. Besides time is too precious to run the risk.
The moral of this little tale is to make sure your business has has a "touchpoint plan" which will ensure, whether you have a seller, landlord, buyer, or tenant
you give them the most wonderful service so the recipient of your service is compelled to give you the most wonderful testimonial.
Just like I have done recently for the hotel where my son had his wedding breakfast and overnight stay:
The Grosvenor Hotel, Stockbridge, where everything was as it should have been and beyond expectation. Congrats to them.
Until next time, Henry.
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About the Author:
Henry James is an author, marketer, and consultant in the field of marketing systems for estate agents and those in the property sector i.e. he helps companies like yours make more money - and give a great customer experience!
Image from click here
