This week’s insights are triggered by our recent Customer Satisfaction Experiences; we hope you find them useful and reflective…

A quick note to explain, we are based in Bristol, west coast England. The term “gurt lush” is a popular Bristol term to explain that something it very good.

Gurt Lush Customer Satisfaction Experience #1: SnowGum

First story is from http://www.snowgum.com.au/ from down under, concerns their multi-tool product http://www.snowgum.com.au/shop/product/15210/87/multi-tool

This was purchased as a birthday present in Australia, then mailed to the UK. The birthday boy was blown away by the tool and on the next few camping adventures, spend hours whittling wood and doing useful jobs.

Then unfortunately a screw that holds the tool together came loose, and before we could re-tight, it dropped out and was lost in the forest undergrowth. Resulting in a very sad young man…

As the screw was an unusual size, we telephoned SnowGum and asked if a new screw could be posted. To our amazement they didn’t offer a new screw, the telephone agent offered a complete new tool.

Original cost of tool $30. Value of experience – priceless.

I guess the question we would like to know is, was this a maverick within the company making a crazy decision, or do they recruit customer centric staff and train them to recognise opportunities to wow customers when they arise.

Gurt Lush Custom Satisfaction Experience #2: Polperro Bakery

This is a little shout out to Polperro Bakery, Little Green, Polperro, Looe PL13 2RF

OK, so you are thinking… small company, this isn’t Starbucks, so what can I learn, what do they know?

Here is my B2C customer service experience… Picture a cash transaction business, mountains of fresh cakes, lots of happy customers, a constant queue. A busy, busy environment, counter staff taking orders, no computer, verbal instructions, orders recorded on paper.

I arrived late to join my family, added my Earl Grey Tea to the existing order, and joined my party in the garden.  Now consider my embarrassment when a full blown cream tea arrived – not what I ordered (try telling that to my wife). 

Consider my conundrum; I could refuse the cream team, and by the time I re-ordered the rest of the family would be finished and ready to go (if you have young children you will know what I mean), the queue was as large as ever. So re-queue, await a new order, or go with the flow, keep quiet accept what has been delivered.

The waitress noticed my surprise, and asked if the order was correct, when I mentioned Earl Grey, she whipped the order away and personally made a new cup of tea returning in seconds.

Why was this worthy of praise? The waitress took the initiative; she owned the issue and then (without prompting) calculated the difference in price and returned a few minutes later with a refund! I was amazed.

CSM Thinks…

Do you train your staff to recognise an opportunity to start a service recovery without telling management?

Gurt Lush Custom Satisfaction Experience #3: Radisson Blu Hotel, Abu Dhabi

Three friends recently visited the #Radisson Blu Hotel, Abu Dhabi. The hotel has 397 rooms and suites overlooking the crystal clear waters of the Arabian Gulf, very beautiful.

The friends, returned to one of the in-house restaurants having eaten there three nights earlier.

The waitress walked up the friends and acknowledge their room number, and asked if they would like the same table as their last visit?

The interesting reflection is 397 rooms, an estimate of two people per room, gives a potential of 700+ internal guests, plus external dinners, per night.

CSM Thinks…

So how does the Radisson Blu help employees recognise customers with such a high volume of dinners?

If you know, please tell us, we are intrigued and would love to find out…

Well done #Radisson Blu, and amazing customer service experience.