Bollin on Business: Lessons in customer service from abroad

I was already on edge as we landed in the Dominican Republic. Each of the three air legs to Punta Cana produced the usual brand of indifference by airline and airport personnel common to today’s travelers.

You know the drill ... overbooked planes, short connection times and the necessary security checks. Once in the air, you might receive a specimen-sized drink and, if you are lucky, a sample of those mini-pretzels, but seldom a smile. Even asking for a blanket to ward off the meat-locker-like refrigeration was met with a scowl of indifference.

Upon arrival in Punta Cana we joined a conga line of blurry-eyed travelers snaking our way through customs and entry fee pay stations. A quick right turn and we were smack-dab in the middle of a taxi driver’s convention, each vying loudly to take you to your destination. Our transportation was pre-arranged and once we got into the right van we began the perilous journey to our resort.

Our driver, no doubt a formula one racing school dropout, skillfully brushed aside motorbikes with two to four passengers, meandering pedestrians, dogs, cats, cattle, horses and an occasional iguana. Stop signs are a mere suggestion.

We arrived at the resort at midnight. The huge wrought=iron gates opened and we entered a new world. Check-in was a breeze, and we were told that, if we hurried, we could get a bite to eat at the international cafe. We did. Smiling, energetic employees took care of us. Little did I know that was just the beginning of customer service like I had never experienced before. Not the “over your shoulder” slobbering customer service, but the “I know what you need before you do” customer service.

The entire staff — food service, housekeeping, beach and pool staff — always seemed one step ahead of you. Take a snooze under the palms at the beach? Your bottle of water was replaced by a fresh cold one before you woke up. Have a special drink in mind? The bartender knew what you had ordered last time.

Because of the tropical heat, I always had two iced teas for lunch. No matter where I sat in the largest cafe, I always had two teas placed in front of me without asking. “Who are these guys?” I asked, Butch Cassidy style. Although the guest rooms were aging, they were spotless. We always had a different bird or animal made from flowers and towels waiting for us when we returned to the room. The food was wonderful. The entertainment was great. The casino paid us $250. Life was good.

Now this was real customer service, and I wondered how they did it.

Here is their secret:

Hire attitude. Employ those to whom a smile and positive thinking are a way of life.

Train, Train, Train. Teach employees to know how to anticipate customer’s needs.

Embrace expectations, don’t avoid them.

Reward great performance.

No matter how large or small the organization, customer service is what can bring customers to you and keep them coming back again and again. It’s asking the question, “I wonder what else they need?” rather than just, “They got what they asked for.” It’s a genuine positive attitude. It’s a smile and helping hand. It’s a willingness to help “make their day.” Best of all, great customer service costs nothing, but returns tremendous dividends. Evaluate the level of customer service your business is delivering. Improving just this one aspect of your business could be your best investment. After all, I’ll be returning to Punta Cana!

Mark Bollin is a partner in the firm AdHoc Business Resources LLC. He can be reached at 520- 548-5643; www.adhocbiz.com or mbollin@adhocbiz.com.