| Customer service improvement doesn't always call for | | | | on the side, only an elegant print near the top edge |
| sweeping or costly changes. Sometimes, very little | | | | that says: "Your Bag." |
| touches can go a long way. | | | | I think I'll bring it home inside my luggage. |
| At the Westin Chosun Hotel in Seoul, Korea, the rooms | | | | Ever stayed in a hotel room that was big, but not very |
| are not large, but a few thoughtful touches combine to | | | | special? My room at the hotel is just the opposite, small |
| make a big difference. | | | | in size but very big in little pleasures. Every little |
| There is the usual range of amenities: slippers, | | | | customer service improvement stands out and works |
| bathrobes, room safe, mini-bar, hairdryer, voicemail, etc. | | | | well for the Westin without costing a lot in the process. |
| But the bathroom mirror has a heater installed behind it, | | | | Key Learning Points |
| just above the sink. After a shower when the room is | | | | You can use this strategy, too. Make a big customer |
| steamy, that small section of mirror remains clear. This | | | | service improvement by paying attention to the little |
| is a customer service improvement guests notice. | | | | things that count. Maybe it's the personal note you |
| There is a box of tissues in the bathroom, of course, | | | | write, or remembering a customer's preference from |
| but another box sits by the bed in an attractive | | | | one visit to another. Perhaps it's pre-filling a form on |
| container. | | | | your customer's behalf, or keeping track of an order |
| A laundry bag is waiting when I arrive; that's normal. | | | | and calling ahead to reconfirm delivery. |
| But inside the closet an empty shopping bag is also | | | | Action Steps |
| provided for my use. It's large and strong and very | | | | Your action steps needn't be big, bold or expensive. |
| sleek, silver-colored with dark blue ribbon handles. | | | | Often it's the little things that make a big difference in |
| There is no big brand name of the hotel emblazoned | | | | service. |