A message from Redman Training Group.
The last year presented many situations where choices needed to be made based on events or decisions outside of our control.
In this feature, we would like to share an experience that had the potential of negatively impacting the outcome of a choice of where we could stay while visiting an iconic town in Queensland.
To give a bit of background, we live in a coastal area of northern NSW. Due to the impacts of restrictions imposed on travel between states, we decided to set out on a journey with our caravan to explore parts of Queensland we have had goals of visiting while we could as well as investing in our regional economies. These destinations were, to use a popular term, ‘on our Bucket List’.
The effect of travel restrictions this year on many regional areas has been devastating… Businesses have been seriously affected with many struggling to remain open. Potentially, we could have encountered atmospheres and behaviour of depression, anger, despair. On the contrary, our travel experiences were enhanced and made so memorable (in very good ways) by the incredible ‘attitudes of gratitude’ we encountered.
The staff and owners of businesses we chose to visit and support with our custom (now that is a terminology not often used these days) were in general so grateful for our business. We were met with smiles, warm welcomes, and such cooperative behaviour to ensure our customer experience was pleasurable and memorable.
The results of these good and – in so many cases – great experiences, had us promoting these businesses to anyone seeking advice on where to get a good meal, good coffee, places to visit and places to stay.
In our travels – and many readers would relate to this – we’ve observed that there is a culture amongst travellers of promoting great experiences: you must stay here, you should visit this, you’ll get the best service at this place…. These endorsements, we found, inspired us to go further, see more, seek out more memorable experiences.
However, in one instance, our expectation of a fantastic experience was potentially buried by a not so pleasant experience.
We had been researching the most suitable caravan parks in a particular town. Our decision on suitability was important due to the length of time we needed to stay in this location being more than 7 days.
Our initial enquiry by phone call was met by laughter and a warm welcome. The person who answered the phone was laughing yet very attentive to our enquiry. When we asked what was causing her joyous behaviour she was apologetic yet explained that a colleague, one of the groundskeepers, had just walked in to the office wearing a ‘silly hat’ with the intention of bringing some fun and laughter to the administration team. She apologised to us, unnecessarily, as we welcomed the laughter and atmosphere of friendly behaviour. Not surprisingly we chose this caravan park as our place to stay.
Now, arrival at this caravan park could not have been a more opposed experience.
The reception on the day we arrived was from another staff member. We were met by a gruff, no nonsense authority type person who read out the rules and regulations. We must keep the dog on a leash at all times, we must only set up within the allocated area, we must abide by noise regulations, we must read and abide by all park rules and regulations and we must vacate the park by 10:00am on the day of departure… no later!
This reception had the potential of us getting back in the car and searching for somewhere else to stay, taking our business elsewhere. The compassion in us allowed a more understanding response however it took a lot of focus on positivity. Others may well have chosen to move on. Take their business elsewhere. Fortunately, we didn’t allow this negative reception deny us the fantastic experiences we were about to have. We stayed on and chose to dismiss the behaviour of the ‘grumpy’ person in favour of enjoying the experience.
In your business, how often have you, your colleagues or your staff sabotaged potential transactions by projecting personal frustrations, anger, or negative attitude?
The potential of a satisfactory customer experience can be seriously affected by how we behave in each moment – those first few moments of engagement in particular.
Our upcoming KBDi videoconference will cover some useful strategies to ensure your first impressions leave a lasting and positive experience. Learn more and register your place here.
And visit our freshly developed website www.redmantd.com.au (thanks House of Social) to explore the range of services available.
Enjoy your next memorable experience; make it a good memorable experience.
Have great day 😊