Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred

Chapter . Beware the silent customer

We are in a changing world. Massive changes are taking place every day in technology, ways of working and tastes. However, I really do believe that the biggest change is that

customers expect more from less but they don’t tell you!

Yes, expectations are at an all-time high, we are more demanding than ever, but think about yourself as a customer: do you bother to take time to tell people exactly what you want? My guess is a resounding NO! We just don’t have the time.

I was travelling recently with a friend of mine who had a real challenge with his hotel room. When he arrived the room wasn’t made up, when he went to his room he found he’d been assigned a twin smoking room. He had booked a double non-smoking one. ...