Attitude Decides Service &Nbsp; Service Decides Success Or Failure -- World Clothing Shoes And Hat Net "Help Enterprises Wintering" Series Of Reports (1)

Attitude determines service and service determines success or failure.

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Customer service has always been emphasized repeatedly by various enterprises. Although many methods and methods have been taken into consideration, the effect is often not satisfactory.

Everyone knows that if we want to gain a firm foothold in the market competition, we can not do without good customer relationship. So how can we do this?

A friend often travels to Thailand on official business and stays at the Orient Hotel.

That morning, when he came out of the room to go to the restaurant, the floor waiter asked respectfully, "is Mr. Yu going to have breakfast?" Mr. Yu was very curious and asked, "how do you know my surname?" the waiter said, "our hotel stipulates that the names of all the guests should be memorized at night."

This surprised Mr. Yu because he frequently traveled around the world and stayed in numerous senior hotels, but this was the first time that he had ever met.

Mr. Yu happily took the elevator down to the floor of the restaurant, and just walked out of the elevator door. The waiter in the restaurant said, "Mr. Yu, inside please." Mr. Yu was more puzzled. Because the waiter didn't see his room card, he asked, "do you know my surname?" the waiter answered, "the telephone on the top just came down and said you had already gone downstairs."

This high efficiency makes Mr. Yu again surprised.

Mr. Yu's surprise escalated again, and thought, "though I am not the first to eat here, I have had more than a year recently. Is the service lady here so good?" seeing Mr. Yu's surprised eyes, the service lady explained voluntarily, "I have just checked the computer records, and you used breakfast in nearly second windows in June 8th last year." after hearing this, sir excitedly said, "old seats! Old seats!" then asked, "old menu, a sandwich, a cup of coffee, an egg". Now Mr. Yu is no longer surprised. "Old menu, just the old menu!" Mr. Yu has been very excited. When Mr. Yu just walked into the restaurant, the service lady smiled and asked, "does Mr. Yu still have an old seat?"

When the meal was served, the restaurant gave Mr. Yu a dish of vegetables. Because this kind of dish was first seen by the gentleman, he asked, "what is this?" the waiter returned two steps and said, "this is our special dish." why did the waiter take two steps back? He was afraid that he would spit on the guests' food without care.

This time, breakfast left a memorable impression on him.

Later, owing to the reasons for the adjustment of business, Mr. Yu did not go to Thailand for three years. When he was on his birthday, Mr. Yu suddenly received a birthday card from the Oriental Hotel. There was also a short message attached: Dear Mr. Yu, you haven't come to us for three years. We all miss you very much and hope to see you again.

Today is your birthday. I wish you a happy birthday.

Mr. Yu was very excited and filled with tears. He vowed that if he went to Thailand again, he would never go to any other hotel, he must live in the East, and persuade all his friends to choose like him.

Mr. Yu looked at the envelope with a six yuan stamp on it.

Six yuan to buy a heart, this is the magic of customer relationship management.

Orient Hotel attaches great importance to the cultivation of loyal customers, and has established a comprehensive customer relationship management system, so that customers can receive meticulous human services after occupancy. So far, about 200 thousand people from all over the world have been there. In their words, as long as 1/10 of the old customers visit the hotel every year, they will always be full.

This is the secret of the success of the Orient Hotel.

I read the above case and touched it very much.

Such a hotel, such an enterprise, how it can not do well, do little.

Savoring, in fact, such services summed up, there should be only one word: "thin".

Many enterprises have also established customer files, summarized customer information, but do not know how to use them, and when to use them.

Customer service does not need big pen, big investment, summing up the service such as the Oriental Hotel, is to make the service even the customers can not think of the degree, to grasp the customer's potential requirements and before the customer's own awareness, to make the service in place, and let the customer understand that you are in no time and sincerely for the customer, when your service can be meticulous to such a degree, perhaps customer relations for the enterprise, is no longer a headache problem is no longer.