My family had just returned from a short “stay” (where we spent several weekends, visited popular local attractions, dined and stayed at the local resort here in the Orlando area).
The resort was very good, but a few small settings and more attention to detail (namely, small nuances forgotten by an average company, but used by an exclusive company to create a competitive advantage) could buy it from Very Good to WOW!
That's what I mean. The “Very Good” list is shown below:
1. The unit was very spacious (it was a one bedroom condo).
2. The setting and other meetings were attractive and soothing.
3. The towels in the bathrooms were well-kept, with good attention to detail.
4. The device was very clean and tidy.
5. For convenience, we have provided a DVD and CD player.
6. The kitchen was well equipped with stoves, dishes and kitchenware if we decided to cook and / or eat in our condominium, including dishwashing soap, washing soap, and even coffee and cream.
7. The staff was polite and friendly.
Below are a few settings that did not allow him to be WOW:
1. The receptionist did not give us the code on the Internet when we registered. We had to go to our room and then call the front desk to get the code. We have not received an explanation.
2. Although the TV and DVD player were provided, the DVD player could not be connected because the TV and cable box occupied only two electrical outlets next to them. No extension cord. We needed to call the rack to get it so we could watch the DVD.
3. When we tried to use a DVD player, it did not work. We had to call again for someone to help us figure it out (there were no instructions). It took more than an hour for someone to get there, replace the DVD players and set up the connections correctly before it worked. By this time it was almost 21:30
4. The living room had a sofa bed, which my husband and I intended to use (weaving the master bedroom to my old parents). However, the bed was not made, and for her there was no bed linen, pillows or blankets. We had to remove the linen from the two bunk beds in the block, and also take two pillows and one (for two bunk beds) to make up a sofa bed so we can sleep on it.
5. The garage was a nightmare of too narrow aisles with barely enough space to turn corners into our Toyota Avalon, a good-sized car, but not huge; in fact, you could see red scratches on pads and walls, where other cars obviously could not successfully overcome those dense curves. We parked outside after the first day.
All of the above, with the exception of the design of the garage, is easily fixed. The Internet code can be provided at check-in (and, as a rule, this is so), and the staff at home can make sure that all appliances and amenities are in good condition after each guest has checked. As for the garage ... well, they can get stuck in this weird design.
These small but significant nuances affect the guest experience - and although staying at our resort was still very good, I don’t think that any resort (especially one in an extremely competitive tourism market) will strive for good or even very good good .. they aim for wow! And with very little effort, this really good resort could affect the WOW for our entire family and sent us away from it to everyone we know.
No matter what industry you work in, sit down with your co-workers and colleagues and explore every aspect of the guest experience; then figure out what works and what doesn't. Correct what is not, and continue to improve what you are doing a little at a time ... until you figure out all the small nuances of your business that are often overlooked, but you can use very little to add to WOW your customers - and a competitive advantage for your business.
