🙇♂️ What’s Great Service To You?
The picture is from a fantastic lookout in the mountains of Trinidad. But I’m posting this from Miami airport (one of the busiest but also crappiest airports). ✈️
After my last #fastlanethoughts, I want to dive a little deeper into the whole topic.
Especially in Germany, but also Malta, London, and other “first world countries,” like my two recent short stays in the US, I’m seeing a growing attitude of charging high prices for low or mediocre service…and then expecting the clients/customers to love and appreciate the low effort!
💲 They’ll throw the bare minimum at you and expect payment.
Whereas in countries like Japan, Dubai, and Singapore, there’s a baseline that’s consistently higher than normal. Japan is probably the reigning champion in service to the customer.
Anyone in any industry always goes the extra mile to make your experience better than just good.
In a typical (not high-end) restaurant, you’re welcomed by the staff and guided to a table. You’ll get some water right away (sure, you’ll get water in the US too). And the staff can give you recommendations (we did have one crazy good waitress at @tommysbrewingcompany in Trinidad though).
In a normal (let’s say 3-star) hotel, they don’t just hand you the key. They’ll guide you to your room, bring your luggage and make you feel welcome.
Especially in Japan. I’ve talked about #kaizen and #ikigai a lot before. But there’s also #kufuu, literally translated as “crafty man” or “man of success” – it’s about the little tricks and hacks that make your life easier. And boy, are they everywhere in Japan…
We’re doing the same in our agencies/businesses. 🙌
Our customers need to feel the extra touch.
They need to feel special.
They need to feel well taken care of.
We’re not just sending over some stuff.
We’ll give recommendations on their order wherever possible, every touchpoint feels smooth, and we’ll talk about business and private things like their trip on the weekend or their pets.
And we’ll make sure that their delivery is just as ordered and better.
Raise your baseline!
Are you okay with mediocre, overpriced service?