RAW Marketing

Earlier this week I came across a local business that left such an impression with me on how NOT to run a business, that it got me thinking…when did paying attention to detail become “an option” with businesses? Now, don’t get me wrong…I completely understand about being busier than a three-armed paper hanger…and that most of the time you feel like it would be easier to heard kittens than deal with one more person asking for a piece of your time….I feel ya brother, I feel ya!!  But even with all of that, I feel most of us have taken the time, to do most work tasks correctly the first time, even if it takes a few moment more…rather than to just neglect the process and dismiss what we are doing all of this for….our customers and their loyalty.

So in the spirit of staying a “Positive Polly” and not to dwell on what this (shall remain un-named) business did wrong, I think I’ll highlight one of the most positive experiences I’ve ever had…yep that was an “ever”…and share some examples of how even with huge obstacles, some businesses make impeccable customer service look easy!


Everything nicely organized

Let’s take Fowl Cay Resort in the Exuma Islands….yes, it is an island, which typically means it is completely surrounded by water and being located in the Grand Bahamas, also means it is pretty darn isolated. So you can understand my delight when we arrived and our expectations were exceeded. First let’s start with my most important item of the day, my morning coffee…not only was there a full size 12cup-stainless steel -beauty of a carafe for my daily brew, but they made sure even the presentation of the condiments were spot on!

LOADED!

Then there were the items in the fridge, when these guys say “stocked” they mean it. Nothing was missing…from pop to Champagne, apples to oranges and every vegetable in-between!  Did we mention there was Haagan Dazs in the Freezer…scooore! Now I know what you’re thinking…”yeah yeah we’ve all had this level of service before…it’s what they do…no big deal!”  Aaaaaah but there’s one more item….

As our villa host was leaving after giving us our grand tour of our accommodations…he asked….”Is there anything I can get for you, to make your stay even better?”…now I love when people offer that, even if I have nothing to request, I appreciate anyone taking the time to ask…..just good down home hospitality! Of course at this point almost any item we would have requested, would have had to be purchased from a larger nearby island (insert boat ride) and brought back especially for us (insert another boat ride)…that’s a lot of travelling for a request from a guest. But of course the husband did have one request…..
It just appeared while we were checking out the white sand beach….now THAT is customer service! If you are willing to do just about anything for the loyalty and satisfaction of your guests and customers…along with paying attention that every detail is covered…my friends you are on to something big!!! I have no doubt in the success of your business.
What’s this one for?…nothing really…it’s just a pic of the breakfast we made with that fridge full of goodies…and I’m starving! Not a bad view huh?
Have a great day!

6 Comments

  1. Fabian Christopher
    April 3, 2011 at 10:26 pm

    Really loved how you laid out all the positive experience at fowl cay, makes me wanna run over their right now

  2. Ruth Ann
    April 4, 2011 at 9:27 am

    If you go….can we sneak into your suitcase! Would LOVE to go back!

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  4. RAW Marketing
    April 8, 2011 at 7:47 am

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