Most businesses want loyal customers, few are willing to do what it takes to create them. Some see it as too complicated, but doing the little things can create loyal customers. On a recent business trip to Iowa for a client workshop, two companies did some little things that earned my loyalty and that of my client. Here’s a look at the power of doing little things.
Acknowledgement, Positive Attitude, and Courtesy
I needed a rental car upon arriving in Des Moines. Prices were comparable between the various offerings there. Historically, I’ve rented from Hertz, the #1 car rental company. After having a good experience with Enterprise Rental Car on some local rentals as well has hearing positive comments from others, I decided to go with Enterprise on this trip.
Enterprise Rental Car does an outstanding job of recruiting employees and creating a company culture that resonates with its customers. It really showed on this trip. Hertz had the longer line, but Enterprise was providing the better service. Here are some of the key points in my experience:
- The Enterprise employees consistently acknowledged those in line stating that they would be with us as soon as possible and offering a bottle of water while we waited
- Warm greeting when I got up to the counter with a firm handshake and introduction along with a positive attitude.
- Efficiently processed my transaction with appropriate questions, and clarity when asked for directions. They also didn’t try the hard sell when I declined their insurance coverage.
- Personal walk through of the vehicle with the same positive, courteous attitude that had started with the acknowledgement while standing in line
- Fast, efficient, positive, courteous interaction when I returned the car. They even said “Your Welcome!” when I said “Thank You.”
There are lots of car rental companies out there. The Enterprise employees made my experience very positive. I’ll be booking with them again on my next trip.
Do The Unexpected
We held the workshop at the Hilton Garden Inn located in Ames, Iowa. The marketing director made all the arrangements and was the contact person for our meeting. Everyone on the hotel’s staff was professional, courteous, and very responsive. They checked with my client frequently during the meeting to make sure we had everything we needed and that the facilities and food were what we expected.
However, it was an unexpected service that won my client over. Apparently in Iowa, Pepsi products are more popular than Coke products so Coke products aren’t as plentiful and can be in shorter supply. My client’s marketing director likes Diet Coke. They had some the day before. At breakfast on the second meeting day, the marketing director went to get a Diet Coke from our meeting room. No Diet Cokes.
When one of the hotel employees found out, she went up to a vending machine on the second floor and bought the marketing director two Diet Cokes. He was thrilled and appreciative. It didn’t stop there. She then had another employee go to the store and buy more for the meeting room. That simple, unexpected action was the icing on the cake of the whole experience. My client will be booking more events at this hotel.
It’s Not Complicated
The actions of the Enterprise and Hilton Garden Inn weren’t complicated. Simple courtesies that are lost today made all the difference in creating customer loyalty.
Does your company have a culture of doing the little things? If not, why?
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