Those Little Things Really Do Count

tea-cup

When you travel as much as I do (over 100,000 miles last year) AND you write a blog about customer service (four years running), you can start to overlook the little things, feel jaded, and think you’ve written just about everything you can about luxury customer service. Then the littlest thing can happen and you’re reminded again how important good customer service is and to appreciate those who go out of their way to provide it.

We’ve all read the stories of luxury hotel staff who have flown across the country to deliver a laptop inadvertently left behind, or the department store that allowed a customer to “return” four tires even though they don’t sell tires. All grand gestures indeed and worthy of acknowledgement. But this post is dedicated to those who serve in the smallest of ways. Those  who take the time to notice what’s going on and then make that small, extra effort to make your day.

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Luxury: An Intimate Experience

roseI’ve frequently written about the importance of the customer relationship when selling luxury. I’ve focused on the need to use the right language and gestures to create an environment of elegance and grace. But, until now, I hadn’t thought about intimacy and how it relates to luxury.

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It’s All About that Service II: Fine Dining Edition

diningThe day after I finished writing my last post “It’s All About that Service” I caught chefs Daniel Boulud and Eric Ripert (Le Bernardin) being interviewed on CNBC. Though both chefs were in the studio to talk about their new cookbooks, the conversation was more focused on why fine dining continues to thrive as a business while other luxury sectors are in a decline. “Right now, people want an experience.” says Eric Ripert  This sentiment echoes what I wrote in the previous post—that there is an oncoming shift from having “things” to having “experiences.” Chef Ripert goes so far as to suggest the success of fine dining augurs better days ahead:

When fine dining does well it means it’s going to be good down the line.

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