Excellent customer service – and I know how they make it happen!



A few weeks ago I was on a ski vacation in Engelberg, Switzerland and experienced excellent customer service. The longer I work in sales and as a consultant focusing on developing organizations, the more demanding I become when I am a customer myself. And of course, even on vacation I have an open eye for good (and bad…) examples, and want to understand HOW they do it. So here goes:

The Angels Lodge – a true customer centric place

Even before arrival, we had the first interactions via mail, because we wanted to check in early so we could use the first afternoon in the ski slopes. It wasn´t possible to check in early, but we were offered to use the ski room to change and our bags would be stored, all in a very “sorry we cannot help you in the way you want, but we can make it work in another way” tone.

Upon arrival we were heartily greeted, asked if we needed assistance to find our way around the village and slopes, helped with bags to the ski room, and all paperwork was saved for “after you have tasted the snow”. Coming back we were invited to sit in the lounge to have a beer while we were checked in, and the receptionist asked us several questions about our visit, plans and preferences. Not just the usual “I´m here to help”.

Every time during our stay when a new employee met us, they all greeted us and started a conversation. And they all remembered our last converstaions when we met again. They also not just asked “did you have a nice day”, but “what have you been doing” “how did you like that” “what would you like do” etc. Open questions, but with intelligence. If we engaged in a conversation they stayed, if we gave short answers they left with a smile.

During our stay we came upon staff from different countries, backgrounds and ages. And they were all true “Angels” as I would like to call them.

So here it is: the checklist on how to become an “Angel”:

  • Smile like you mean it

  • Say “hi” or “welcome” out loud while looking into the guests eyes

  • Invite into conversation, but don´t push

  • Ask follow up questions that shows your interest

  • Remember the guest and your conversations (requires full attention and presence in all interactions)

  • Show your interest actively

  • Care, in everything you do, show that you care about the guest and their experience during the stay

If you want to change the way your customers experience you – change the way you engage with them!


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