I recently returned from a mini vacation at the Omni Amelia Island Plantation Resort in Florida where my husband was attending a conference with his company. I can sum up the experience in one word: amazing! The weather was absolutely perfect, the food was spectacular and the resort was beautiful! (Not to mention my 5 month old child was an angel on all 4 flights!) To add to all of that, the experience was enhanced even more by the "customer experience" we had. Every single person on staff at the resort was so friendly, hardworking, and always on top of their game. From the front desk and janitorial staff to the restaurant servers and shuttle bus drivers, everyone there made you feel like you were the number one customer on the resort. I can honestly say that there was not a single person working on the resort that we interacted with that had a negative attitude or didn’t go out of their way to make our stay more enjoyable. At the end of the trip, my husband and I were talking about how wonderful everyone was and that on top of all of the great aspects of the trip, they pushed our experience over the edge…in a good way! We are raving fans and already talking about when we can go back.
So that got me thinking about how I could use this experience to improve our candidates’ and clients’ "customer experience" while working with our team at That’s Good HR. I personally think we do a great job with providing an experience that is top notch and we monitor that by issuing quality control surveys to our candidates and clients on a regular basis. I think some of the things that make our experience top notch is that we are genuine, knowledgable in our market, flexible, and focused on putting the needs of our customers first. I can’t wait to get onto the Omni website and write a review about the resort and talk about all of the positive aspects of the resort. The way I feel about this resort is how my customers should feel about me.
So I challenge you to answer this question: What ‘customer experience’ are you and your company providing to your "customers"? Is it one that you would want to experience yourself? If not, I would urge you to think about how you can improve and do it quickly…or else your competition could beat you to it! If you provide an experience that makes people walk away with a positive impression, your bench of raving fans will only continue grow and become more loyal.