Beyond Expectations: A Blog on Delivering Unbelievable Customer Service
Craig Hume - MD @ Utopia
Today, I want to talk to you about the importance of great customer service and how it can lead to success in any business. As the owner of Utopia, a business that strives for excellence in everything we do, I was deeply inspired by the story of Will Guidara and Swiss chef Daniel Humm's transformation of Eleven Madison Park.
In 2006, Guidara and Humm took over the establishment, and in just 11 years, Eleven Madison Park was named the best restaurant in the world. This radical transformation was due to one thing - world-class hospitality. Guidara's team went above and beyond for their customers, providing bespoke experiences that left an ever-lasting impression. They sent a family to Central Park with a sledge on a snowy night, tracked down a lost iPhone, and ensured that the entire team was continually learning and tapping into their passions.
Guidara has written a book, Unreasonable Hospitality, in it he shares his story and aims to inspire others. Well, I’ve just started to read it, and I’m already I’m feeling mighty inspired to follow in his footsteps, continuing to push the boundaries of what good customer service looks like, but this time for a computer manufacturer!
At Utopia, we have always aimed to deliver what we call an, "unbelievably awesome customer service" to every single customer. We understand that every interaction is an opportunity to exceed expectations, and that's why we go the extra mile to ensure that our customers are satisfied. We empower our team to make the right decisions, take initiative, and help each other. We also encourage them to take time off to do something that inspires, excites and energises them. You should feel the result of this energy and excitement when you call us, or use live chat. The team at Utopia love what they do, and it makes me very proud to hear them laughing and chatting with our customers.
I, too, have found that if you make your team feel valued, secure, trusted and empowered - they will do the rest. I think it was said best by Maya Angelou , “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Every interaction is an opportunity to exceed expectations to make our customers feel great, whether it's finding a solution to a seemingly impossible request or going the extra mile to ensure customer satisfaction. We want to deliver that feel-good factor.
I’m going to keep reading Unreasonable Hospitality, I think it is shaping up to be a great book, and I’ll be sure to share the lessons I learn with you and my team at Utopia. In the meantime, keep an eye on these blogs and subscribe to the newsletter, as I think Utopia will have some exciting innovations coming, and I’d love you to hear about them first!