Every Customer Counts
Archive - Originally posted on "The Horse's Mouth" - 2012-11-01 08:03:12 - Graham EllisA single room, booked for a single night last night, by someone who found us online and of whom we've not heard before, working for a company that's new to us.
What's the value of us serving that customer well? Multiple choice question:
(a) About £30.00
(b) £85.00
(c) £510.00
(d) more than £1000.00
The obvious and short-sighted answers are (a) (which is the sort of income after the cost of providing the room) and (b) which is the cost of the room. But I'm going with (c), based on an educated guess that we'll see this customer back again every couple of months - answer (c) is the cost of 6 individual single nights spread through a year. But it may be that answer (d) is the correct one - for colleagues tell colleagues, and in any case I've only looked 12 months ahead and made no allowance for 2014.
I'm proud of our team at Well House Manor - every customer is special to all of us. On a regular Thursday morning, we would have run like clockwork but staff holidays today meant alternative arrangements, and indeed we had a glitch in those alternative arrangements. But I'm proud of our systems too - it's all done online, it's all done behind the scenes ... and it means that when Mr X appears for breakfast at 07:00 sharp, it's ready for him, and one of our team's there with a sincere "thank you for being our customer" smile. We love our jobs. We love our customers. That's worth a thousand pounds.