Nothing bothers me more than unrealized potential.
I am back from a weeklong business trip to the Bahamas at a famous resort. It is a very impressive venue. I cannot imagine how much money was invested in creating the experience. It is one of those rare “spare no expense” properties. You could watch a television show documenting the attention to detail in the construction process, and the vision and commitment of the main developer left me in awe. You don’t get to stay in many places like this in your lifetime. In addition, I haven’t met many people as welcoming as the local Bahamians.
All the above being said, I was extremely disappointed by how poorly the operational side of the business was run. There seemed to be a shortage of basic management common sense. Instead of motivating me to come back and refer other colleagues, I left scratching my head about the unrealized potential of my experience. Here are some general takeaways you may want to apply to your own company:
- Do not “nickel and dime” your customers, especially if they are already paying good money to be there. I’ve stayed in some expensive places in my life, but this was excessive to the point of irritation.
- Make it easy for your customers to do business with you. I’ve never been to a venue that boasts conference meeting capabilities but has a business office open only from 8 a.m. to 5 p.m.
- Make sure your technology works!
- Your management staff’s first reaction should not be to say no or argue their position. I’m an easygoing guy who can accept not always getting my way, but there is a right way and a wrong way to go about it. The customer may not always be right, but he/she can’t always be wrong either. I also don’t believe that every problem should require me to spend more money to solve it.
- Staff to your volume of business. Too many people standing around with not enough to do is inefficient and eventually leads to attitude issues as staff get used to inactivity.
- Maximize client exposure to what makes your business special. Limiting access to what drove your client to your business in the first place is a strange way to build customer satisfaction. Who plans to go to a warm-weather beach resort that closes its pool and outdoor facilities at 5 p.m.? As a business traveler, this meant that I was assured of not enjoying one of the primary assets of the property.
- One facility operating at full capacity is better than several operating at low or marginal capacity. Why not upgrade your clients if it costs you nothing to do so? In fact, it would cost you less money overall and lead to higher levels of satisfaction.
I’m sure there are many other customers who have had a better overall experience than I did. However, the low occupancy rate during my visit was quite revealing. It’s worth noting that I still had a fun time, but my enjoyment was more a function of the people I was with, the work I was doing, the nice climate, and the beautiful surroundings. In business as in life, few things are more frustrating and unnecessary than unrealized potential. I hope my experience was an aberration and/or the resort gets its act together because, as I said initially, you’d be hard-pressed to find nicer people anywhere and a venue that is as spectacular.
Related articles
- How to improve your business’s customer care (premierlinedirect.co.uk)
- How Much Does A New Customer Cost? (dailyblogtips.com)
- The number one reason every moment matters in customer experience (customerthink.com)
- 5 ways to build customer loyalty (rietmark.wordpress.com)
- Most Expensive Hotel (celebritynetworth.com)
- Get more bang for your buck in the Bahamas (thestar.com)
- Referrals – How Do You Stir Them Up? (blogs.constantcontact.com)