The Advantage of Exceptional Service

During this economic downturn I encounter more and more leaders lamenting the state of their business. It’s true that consumers have reduced spending and some industries have been hit hard with reduced sales and employee layoffs. But recently my wife and I experienced some personal examples of how organizations can retain business, and even expand, when times are tough.

We traveled to Frederick, Maryland for the weekend and stayed at a unique and private inn located near Emmittsburg. Our innkeeper, Alice, had already offered to arrange a variety of amenities, including fresh flowers, to welcome us. She called within minutes of our arrival and soon appeared at our door to greet us, offer a history of the property, answer questions concerning our stay, and provide information about the area. The inn was beautifully decorated; the kitchen stocked with a wide variety of breakfast foods, and our visit was memorable in every way. We plan to return during warmer weather and to tell others about our experience.

In Frederick our exceptional service encounters continued with both of our evening dinners. Friday night our waiter was especially attentive to every detail. He answered questions about the menu, kept our beverages refilled without reminders, thoughtfully rearranged access to tabletop condiments as various courses arrived, and even offered accurate directions for our route back to the inn. Saturday’s dinner experience was similar with the exception of a well-orchestrated combination of hostess, busboy, and waitress who all took great pride in providing seamless service during our meal. The food was excellent both evenings and we left feeling well cared for and satisfied.

Our experiences point out the importance of customer service, regardless of the economic situation. If any of these establishments had decided to reduce costs by cutting corners with the level of their attention or the quality of their products our experience would have been quite different. By providing real value for the money we spent, these businesses ensured a satisfied customer and someone who is now an advocate for them with our friends. Granted, we don’t live in close proximity to Frederick or Emmittsburg but we do plan to return and, when we do, it is likely that our visit will include them again.

Instead of complaining about the state of our economic malaise, today’s business leaders should return to the basics of exceptional customer service and offer customers more than they expect. Consumers are still spending money but have every reason to be choosy. When your offering stands out from the competition it will be remembered and rewarded just like my personal story attests. Thanks Summit Springs Inn, Dutch’s Daughter, and Firestone’s Restaurant for making our weekend special! Your reward is some free advertising in this blog and a return visit sometime in the near future. That’s the advantage of exceptional service!