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A talk with some business managers

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  • A talk with some business managers

    Over the holidays I had a chance to talk with some business managers. One worked as manager of a Hilton hotel, another a Marriott and lastly a manager of Wal-Mart.

    I asked them each how far they will go to make a customer happy. Is the customer always right?

    Here is what I summized from what they said.

    Marriott - Will do almost anything to please a customer to get them to come back.

    Hilton - Will only work within reason to please a customer.

    Wal-Mart - They are told to make the customer happy and do whatever it takes, but they know the customers don't have much of a choice and they will be back.

    Have you ever experienced a problem at any of these facilities?

    If so was it resolved to your satisfaction?

    Would you ever go back?

    Which ideal do you find yourself implementing in your company?
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  • #2
    Their answers werent surprising to me. The interesting one was Wal-Marts. I dont shop at WalMart for this reason here.
    Thanks for the insight.
    I agree with Hiltons idea- "Within reason"
    Northern California

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    • #3
      How far will you go to make a customer happy? Which business would you be more like?

      Any advise to other lcos when it comes to dealing with difficult customers?
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      • #4
        I will go pretty far to make one happy, but I wont let someone take advantage of me or push me around. I will be fair and objective. If you have to spend a little more time making a customer happy now, you will get it back in the long run.
        Northern California

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        • #5
          Do you ever find customers asking you to do extra services in which they don't want to be charged for?
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          • #6
            Sometimes. If it is something that will take me an extra couple minutes, then no problem. If it is something that will require a considerable amount of time, then I let them know what I will have to charge them to do it. I havent had much trouble so far.
            Northern California

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            • #7
              I guess it depends on the customer and the relationship built. Some of my customers are in their 70's and 80s and can not do for themselves. I do extra for them because they can not always do for themselves. I do get a lot in return because they are quick to share their experiances with others. So, word of mouth goes a long way with the older generation.

              I really do not mind helping them. It is the young able to do for themselves that seem to want more for nothing and that is when I let them know that I will charge for the extra work. SO I use within reason with them.

              Just my thoughts.

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              • #8
                This is an old thread but I'm new so my thoughts on service - I guess it depends on the customer. I find that customers I like or feel obligated to get more from me. And I like customers who treat my service with respect - they pay on time , they are prompt with property access and so on. I've got to the stage where I will only work with customers I at least can get on with. If I don't like a customer I'll reverse out of the deal -

                Old people get extras just because and single mom's get some extra help - I know it may sound sexist but I think they have it tough enough and sometimes there are things they just can't or don't know how to do.

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