Great customer service starts from the ground up. I’ve partnered with TELUS, a company obsessed with improving customer service every day, to share stories of companies across Canada that are showing us how we can all expect more. To learn more about TELUS and how they are putting customers first, check out www.telus.com/expectmore
When I think about my experiences with shops, businesses and brands (both big and small, worldwide, national and local), it’s the little things that mean the most to me. It’s the little touches that have a lasting impact.
To be honest, I am more interested in a brand not if they are the biggest or most prominent in their field of specialty, but rather because 1) the quality of their service or product and 2) how they treat their customers.
As far as the little things that matter most, here are a few examples of how certain businesses have left long-lasting impressions and have gained our loyalty.
Service with a smile
A few years ago, my family and I visited Niagara Falls for a much needed getaway. Upon arriving at Sheraton on the Falls at Falls Avenue Resort, we were greeted with the friendliest staff.
When we travel, friendly service is something that is not unexpected, but the staff was exceptional. They went out of their way to ensure that we were comfortable and taken care of and when we dined at the hotel restaurant, we were surprised that they seated us in a VIP section. We had the most perfect view and Little One still talks about that trip being one of her favourite memories.
Tiny touches to make customers feel special
Little things like having flowers, a card and treats waiting for you when you arrive at your hotel room always make a person feel like they’re not just a number and that their family really means something to a business operator.
One of the very best experiences in customer service I’ve ever had was when I traveled to Prince Edward Island with a friend to celebrate her 40th birthday. In the months leading up to our PEI trip, my friend and I connected with PEI residents and businesses to plan and prep for our trip. I built some great connections and cultivated wonderful friendships.
The most memorable by far were our stays at Holiday Inn Express and Dalvay by the Sea. When we got to our room at Holiday Inn Express, there were gift bags for each of us.
The bags were stocked with Prince Edward Island favourites including items from COWS Ice Cream and other local companies. It was totally unexpected and greatly appreciated. I keep mentioning that it’s the little things that mean the most, and this was definitely one of those moments when the customer was made to feel extra special.
To further enhance the customer experience, we got a chance to meet Sue (our social media contact) for both, Dalvay and Holiday Inn. We got together for a quick chat in the restaurant/bar area and it was as though we had known her for years. I always tell people that there’s a reason the word “social” is in “social media”. It’s all about cultivating relationships and nourishing friendships.
I have a funny story about Dalvay by the Sea that I don’t think I’ve ever shared on social before. My friend and I are MAJOR Anne of Green Gables fans, so for her 40th birthday, we HAD TO visit Dalvay because of its significance to Anne of Green Gables. You might recognize Dalvay by the Sea as it is the actual seaside hotel that many know as White Sands Hotel from Anne of Green Gables: The Sequel and Road to Avonlea.
Sue, who showed us incredible PEI hospitality at Holiday Inn Express also had the staff at Dalvay leave us a beautiful frosted glass starfish for my friend and one for me. The gifts were not in our room when we arrived, but when we returned from a stroll on the beautifully manicured grounds at Dalvay by the Sea, we were alarmed to see the starfish. We didn’t know where the starfish came from. I had just been telling my friend scary stories, so I think our imaginations were running wild.
That night, Sue asked how our stay was going and I told her that I never wanted to leave Dalvay by the Sea. It is the perfect place to relax and unwind. I did mention the case of the mysterious starfish to her and she laughed and told me that she had asked the staff to put them in our room for us!
Our trip to PEI was in September of 2014. To this day, we still reminisce and talk about our memorable trip to PEI and we are still in touch with friends we made leading up to and during our PEI trip. Sue continues to be one of the people I engage with regularly on Twitter. Because of our wonderful experience, every time a friend or family member announces that they are going to visit Prince Edward Island, I always recommend Holiday Inn Express and Dalvay by the Sea.
I’m more likely to be loyal to a shop or company that treats their clients well and shows that they appreciate our business as much as we appreciate their service or products. I’m more likely to stay at a hotel, motel, B&B when a lasting impression is made. Whether it be something as small as fresh flowers in the room to a little note or chocolate left on our pillows, it’s the little things that mean the most.
Proof is my loyalty to TELUS.
I’ve been with TELUS since 2000. Sixteen years! That is my longest relationship! TELUS is exemplary in all things customer service. Putting customers first, replying to queries, showing transparency, supporting community, giving back, helping families keep safe online, making staying connected while traveling a breeze, and promoting green initiatives are just a few reasons TELUS makes customers know that we can expect more from them.
The thing that TELUS did that made me a loyal customer forever? I wrote this post back in 2012 and it was a non-sponsored post. I just wanted to let everyone know why TELUS knows that it’s the little things that mean the most.
What was the best customer service experience you’ve ever had? I’d love to hear your stories of remarkable customer service experiences! Leave your story in the comments section below!
Last night I was on a Chat call with Andrew from Telus, he was the most pleasant and helpful that you could ask for. He asked me to do a survey when done, I gave him 10+/10 . He was very good at his job.
Diana:
That is awesome to hear! I really enjoy hearing other people’s positive experiences. TELUS does do a great job when it comes to customer service. My mom recently told me about her phone conversation with someone from TELUS. She said he was so kind, patient, and amazing at explaining things to her.
Hard to pinpoint one experience as there have been ample positive ones and this is a great post since most people focus on the negative experiences they have with brands. If I had to pick none I would say the time we were traveling and one of my kids got sick at a restaurant. I was mortified but the staff was so helpful and kind and didn’t make me feel like crawling and hiding under the table or running away. They were very understandingm
Oh, glad your experience was a positive one. Sorry to hear your child was sick! It really is great when a business is understanding and helpful 🙂
Customer service can definitely make or break a company! Love hearing tales of great customer service stories.
Oh, agreed! Amanda, customer service can definitely make or break a company. If a company treats their customers well or even if they go above and beyond, we’re more likely to maintain our loyalty…and tell all our friends and family how awesome they are!