What is 1 simple and inexpensive way companies can institute a “red carpet customer service policy?
” Donna: You can start by combing through the experience your customer has with you from start to finish, and eliminating any of the negatives from the process. For instance, John Wood, CEO of Hub Plumbing and Mechanical, Inc. in Boston, MA knew that his customers were worried about inviting strangers in their home and disliked getting voice mail. He developed a strict nametag and uniform policy, and sends each customer an email that includes a photo of their plumber so they know who to expect when they open the door. He also hired people for 24 hours a day to answer his telephone so customers always hear a live person on the other end. He eliminated the negatives with those simple changes and immediately differentiated himself from other plumbers in his area. Phil: What’s your favorite personal example of red carpet customer experience? Donna: My husband and I recently stayed at the Gaylord Opryland Resort and Convention Center. This is a hotel which is included in my book and I am no
