My family and I stayed at the Davenport Hotel in Spokane this weekend. It is an amazing hotel. They have two locations- one that is around 100 years old, and a new sister property a couple blocks over that is 5 or so years old. We stayed in the newer "Tower".So many things were excellent about the experience. One thing in particular stands out to me after leaving- their phone etiquette.
I really haven't given this much thought previously. My knee jerk reaction to over-the-phone wordtracks such as "how can I provide you remarkable service today?" or "Great morning, this is the _________ office, how can I help you?" has been to throw up a little bit in my mouth. Often, the wordtrack comes from a tired individual that is obviously regurgitating a mandated script or phrase.
However, this weekend, I heard it done well. And it was charming. Every time. It made me feel special and thats a feeling I want to replicate for my clients.
Here's a couple of the lines I remember most:
Me: "Can you transfer me to the Concierge please?"
Nice sounding energetic woman: "I'd be delighted to transfer you. Just a moment please. Have a wonderful evening."
Delighted. I love that. And she/he said it every time. It never lost its charm.
Here's another:
Me: (Dials zero and calls front desk)
Operator: "Front desk this is Susan, how can I serve the Nordyke suite this evening?"
A personal greeting is never old, despite the fact we all know it's powered by simple caller id. Of course both of these lines hinge on the delivery/tone, and the Davenport staff had it down pat.
Could your business benefit from adding a little charm and customer pampering with your phone interactions? I think mine can- I'll be brainstorming with the team this week.
If you use a simple phone script/phrase with your clients that delights them, please share via a comment below.
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