Welcome to Our House

August 22, 2009
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A warm, friendly greeting at a hotel makes guests feel right at home and helps build customer loyalty.

The way you view your product can have a profound influence on how your customer perceives it. A recent trip to Switzerland helped reinforce this concept for me.

I was on the final leg of a long business trip that involved stops in Baltimore, Maryland; Northern Ireland; and Switzerland. I was particularly tired at this point in my schedule because the earlier part of this trip had involved a delayed flight, a missed connection, a diversion to another airport and, finally lost luggage that didn?t reach me until 2:00 a.m.

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Needless to say, I was relieved when I finally arrived at the Hotel Panorama in Feusisberg, Switzerland, about an hour outside of Zurich. Upon arriving at the hotel, I parked my car, dragged my luggage up the ramp, and trudged up to the front desk to register.

A cheerful young woman greeted me with a big smile and said, “Welcome to our house!” I should point out that this was not a matter of mistranslation, as her English (one of her four languages) was flawless.

When I asked about this curious greeting, she explained that the entire staff views the hotel as their home and anyone who stays there should be treated as a special guest. During my stay, I witnessed this approach from everyone?the meeting services manager, the restaurant waiter, even the housekeeping staff.

Do you have this same view of your own company? Look at the way you and your employees view the products and services you offer. Do you offer a unique approach to meeting your customers? needs? Do you view your customers as guests in your own home?

Remember, the right approach can truly make a difference and can ensure that your customers are frequent guests of your business.

Ron Rosenberg helps organizations get more customers than they know what to do with and keep them for life. For a Free Special Report with 44 Proven Customer Service tips, visit www.qualitytalk.com/tips.

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