I used our local take-away the other evening (yes I was feeling lazy!). They needed to cook up a fresh batch of food, so advised me it would be about a 15 minute wait, which was fine. I sat down to wait and they came and asked if I wanted them to deliver to my house instead. Insisting that I was fine to wait, they then produced some Turkish tea for me to drink while I waited! Little touches like that make all the difference, and I will go back (not too often though or I may need a new office chair!) and recommend them to others.
My colleague, on the other hand, has just been on his travels for work. He turned up at the hotel he'd booked overnight only to be told that there had been a problem with their system, they had overbooked and didn't have a room for him. They could accommodate him at their sister hotel, back 10 miles the way he had come. No real apology and the only compensation they offered was to give him the room at the same price that he was already paying as the sister hotel was more expensive! Oh and a bottle of house wine - he was driving - as an after thought.
So that was the good and the bad. The ugly is more of a generalisation and it happens across a wide range of industries. I have completed a number of online enquiry forms lately on both a personal and business level and its amazing the number of people that don't get back to you. Surely an online enquiry form should be jumped on straight away - after all the potential customer is obviously interested as they are viewing your website.
Little things go a long way, no matter how big your company, or what industry you are in. Just making that little bit of effort and responding promptly will make your customer think, delight them and in turn they are more likely to recommend you to others.
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