Is your customer service vulnerable? Is there something you forgot that could cost you business? These are the concerns that keep business owners up at night. Let’s Clear the Path of a obstacle you probably never would have considered.
Recently, I had a speaking engagement at a highly rated resort. The hotel was immaculate. The staff was obviously very well trained. At check in, the desk clerk asked me the usual questions but did so in a way that made me feel that he wasn’t just reciting memorized phrases.
But then, it happened. He suddenly moved back a few steps and sneezed.
While I appreciated that he put some distance between his sneeze and me, he sneezed into his hands. These were the same hands, that moments later, handled my credit card and my room key (So much for the government campaign to have us sneeze into our elbows.).
As someone who relies on his voice for speaking and podcasting, the thought of catching an illness is a big concern. As soon as I got to my room, I washed my hands. I’m feeling healthy so I don’t think I picked up an infection.
But the experience was kind of yucky. It was a turnoff during an otherwise good experience. I don’t carry around latex gloves and I didn’t want to be rude to someone, especially a clerk who may have to deal with lots of grumpy people on a daily basis.
I don’t blame the clerk for the incident. Sneezes happen. But I blame his training. Can a few tubes of hand sanitizer be available at the desk and employees be told what to do if they sneeze? Wouldn’t a clerk who goes out of his way to make sure that he’s not giving you any germs make a good customer service impression?
Is this all a bit obsessive? Perhaps. But in every other aspect the resort was going the extra mile to deliver excellent customer service. I hate to see it undone by a sneeze.
