Nuclear war.
Having a shower.
Scoring a goal.
Conceding a goal.
Writing a song.
Making a baby.
… lots and lots of things, but that’s still doesn’t explain why the concierge of the Hilton Hotel KL thought it was a good idea to ring me within 4 minutes of my food being sent to my room and ask if I enjoyed the meal and whether they could come and collect my tray.
FOUR MINUTES.
TWO HUNDRED AND FORTY SECONDS.
That’s not good customer service … that’s process following without any element of common sense.
It’s all very good training people to maintain high standards … but if you plan everything to the point where they are not allowed or encouraged to use their common sense [which demonstrates the companies arrogance in believing that they know every possible scenario and situation], then all those carefully developed plans can actually end up working against you because now I don’t think the Hilton are customer focused, I think they just like to pretend they are by doing what they want regardless of their customers needs or situation.
Maybe the Hilton’s management and trainers should watch this and realise how encouraging common sense and judgement from their staff can be more beneficial for their brand than a process that determines every action to the second.
