You won’t succeed in delivering superior customer service if you’re always second-guessing yourself by asking, “But will this scale?” every time you consider a new and thoughtful gesture for a customer or guest, as I drill into my clients every chance I get (I’m a customer service improvement consultant, trainer, and eLearning designer.) (And if there isn’t, whether or not it’s worth offering the service at scale nonetheless, even in the original non-streamlined way.) When someone on their staff suggested doing this (in response to guest feedback during Covid), Halcyon went for it. Would this mean ​that Halcyon would have to scale up to putting Pelotons in every one of its 154 hotel bedrooms? (Resource for readers: For a copy of my guidelines for hiring—selecting—future customer service superstars, email me at micah@micahsolomon.com and I’ll hook you up.)

Source: Forbes June 26, 2021 19:06 UTC