Chapter 33. Personalize your service
One of our customers returned to a prestigious hotel in Boston after having been away for two years. As he approached the counter, the receptionist looked at him with a big smile and said "Welcome back, Mr. Dupont."
"You remembered my name?"
"I verified your flight arrival and calculated the time it would take for you to get here. Would you like your wake-up call the same as on your last visit?"
After a pause,
"Ah, what time was that?"
"7:30."
"That will be fine."
"And the Financial Times again this time, Mr. Dupont?"
"Yes, yes that would be fine."
People like personalized services. They prefer to be loyal to Sales Ambassadors who care about them and remember their preferences.
In personalization, you are often competing with prestigious hotels.
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