Customer Service 1

Great customer service as all of us know is always about the simple stuff. Most of us are now being 're-trained' by our airlines to book on-line and actually finding it's quite helpful to choose our seat, check that our veggie meal has been ordered etc. But then-oh-no way of printing. Guy points out a hotel which has recognised this. I doubt whether anyone will CHOOSE their hotel for this feature, but it will all add up to a better experience.

At your next AwayDay (off-site to get back to basics; you do have them don't you?), try asking:

If we were re-inventing this business, what would we do differently?
What just needs some effort, but hardly any money to create a better customer experience?
Why didn't we do ALL our actions from the last AwayDay because had we done them all it would have been AWESOME.
In your business, what's the equivalent of providing the PC+printer FOC?

Oh, and when's your next AwayDay? No-that's too long. Make it sooner.