Serving Up Exceptional Customer Service
When is the last time you actually asked your customers what they think of you, your products, or your service? Have you ever asked?
Look beyond online surveys or customer feedback forms – these may be helpful and show initiative on your part, but they are passive ways of seeking the true impression you leave with a customer, and can be easily ignored or deleted.
The very best way to get honest and immediate feedback from a customer who has experienced your product or service is to ask them at the time of their visit, while they are standing right in front of you, and while their experience is very fresh. This takes time and diplomacy, but it also demonstrates a true desire to serve up exceptional customer service. It shows you care, and are willing to stick your neck out there to hear the truth.
Biltmore’s goal for each of our one million annual guests is a feeling of enchantment. We use this term because it is a true descriptive of the way one should feel when they visit a turn-of-the-century chateaux. How do we know if our guests are truly enchanted? We ask.
Of course, life is not quite the stuff of fairytales and so, on occasion, we do encounter a disenchanted guest. It is with these exceptions that our employees are empowered to make it right as quickly as possible. We call this “service recovery,” and it’s essential in our business and in yours. While the truth may hurt, not asking that tough question means we take a big leap of faith that we are doing all right all the time. Directly asking your customers about their experience allows you to get in front of any issues before they have a chance to hit the cyber airwaves and do serious damage to your reputation.
With more than 100 years in the service industry, Biltmore has set the bar for gracious hospitality by establishing standards of service that every employee strives to achieve with every guest interaction.
Interested in learning more about serving up exceptional customer service in your organization? Join the Biltmore Center for Professional Development in our next customer service program, “Gracious Hospitality the Biltmore Way” on Tuesday, October 22. Register online or call us at for more information at 828-225-6158. Class is limited to 15 people.