On a business trip to Brazil, I woke up one day and saw a message from my hotel on my mobile phone:
‘Good morning, this is SILVIE, your mobile messenger! Our philosophy is that the customer is the king! Our guests work together with us and we react immediately. Try it. I will pass it on to the right person. Say it to SILVIE!’
And all this before I have even taken a shower. But why not test it just for fun? My message to SILVIE read: ‘I’m hungry!’
The hotel`s answer came back a second later:
- Subject: Service fault
- Problem: default in delivery
- Type of problem: process interruption
- Location: Room 1334
- Action: Information to the reception
- Execution: We sent an order to the kitchen
- How do you find this service? Please, say it to SILVIE!
I had hardly time to take this in nor write back, when the telephone rang. Room Service announced it was bringing breakfast to the room. It was already on its way and I did not have a chance to say no.
Gosh! 18 dollars blown within the first five minutes of the new day. There was something faster than me this morning and I cannot get rid of the feeling that it was somehow myself.
Do you have any idea for applying the SILVIE logic in your customer communication? Are you interested in more details? Send us a message!