Thursday we spent the day on the beach at Costa Maya, Mexico. Besides experiencing the crystal clear warm waters, it was refreshing to receive hospitality at it’s best. They were a living lesson about customer service.
A short taxi drive took us from the dock to the beach. The moment we got to the beach, Manuel, a very warm and kind host welcomed us, and took us to a great spot under a palapa (circular open structure with a roof made of dry palm leaves). Beside the table and chairs under the palapa, he also brought us a couple of lounge chairs to lie on and soak up the sun.
Used to most beach resorts, we asked how much we would need to pay for the use of the shade, chairs, and facilities. He answered with a big smile: “nothing, it’s free for your use. Just call me if you need anything else.”
Of course, when we were thirsty, we called Manuel (who often came around to check on us) for refreshment: cold coconut water and a soda. When we got hungry, we again sampled the delicious fish tacos listed in the menu he provided. His boss also came around several times to make sure we were comfortable and enjoying our day at the beach.
By providing for our comfort, they gained our loyalty and got our business. I suspect if they had charged for the use of their facilities, we probably would have spent less on food and drink, and had gone to other places to try to find “a better deal.”
Kindness and a customer oriented thinking made our day more enjoyable. I think some times leaders are so worried about “the bottom line” they can forget the most important: service to the clients. If you focus your leadership in making sure the clients you serve will be well taken care of, and their needs met, the bottom line will take care of itself.
What do you think?
Do you know what your clients think about your products and service? As a leader, what can you do to encourage exceptional customer service? Share your comments with us.
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