As a Trainer and writer on Customer Service matters, staying at MIMARU Apartment Hotel has provided me with experienced and positive examples of what I train. As an example, I was impressed by the Mimaru staff’s awareness of our needs and consistency in delivering solutions. Earlier this year, I was asked at the end of the radio interview what two words I would pass on to any young customer service employees listening. My immediate thought was I needed several words to pass on! But, given the challenge in the short remaining minutes of this radio show, I came up with two words that had been on my mind the previous week. They are awareness and consistency. Why? Being aware and in touch with your internal customer (colleague) and external customer is vital to success. I was understanding what’s happening around you and with your team members at the MIMARU and being aware of your external customers and their concerns. Are they happy and satisfied?

What are their needs?

Deluxe Japanese Apartment

Someone once said there are three types of people in this world. One group that knows everything that’s going on in their world and the organisation. The next group know some things are happening and is pretty aware. The third group doesn’t know what’s going on internally and externally in the organisation. Don’t be in this third group. You will be lost and ineffective.

Consistency of performance is vital in customer service delivery. No one likes to work with someone who is all over the place. One day, he thinks or says one thing, and the next day, he feels something different. Their mood may be up and down. Their approachability may be inconsistent. The list goes on and on. Mimaru staff served us with thought and treated each guest with special attention. The Japanese must make you feel welcome and honoured.

A Strategy for awareness:

• Communicate regularly with your team members.
• Keep your eyes and ears open to assess if anything needs your intervention.
• Be consistent in your communication with your guests.
• Ask the ‘magical’ questions starting with who, what, where, when, why, how, and which.
• Increase your awareness of what’s happening with your customers.
• If something seems out of sync in your operations, ask questions.

Learning point:

Awareness and consistency are two integral characteristics of your daily function in a hotel environment, not just occasionally. Improve your communication skills as well as your observational skills.

Keep alert to any changes affecting performance around you and your team.

My feelings and observations are that those who choose the MIMARU Apartment Hotel will benefit from sharp, alert employees who greatly need to serve and please you.

Looking at some general statistics around repeat business:

Over 80% of companies agree that retaining existing customers is cheaper than acquiring new ones. Up to 65% of a company’s business is generated from existing customers.

Increasing customer retention by just 5% raises profits by 25% to 95%.

Repeat customers often spend 67% more than new customers, making customer retention far more valuable than customer acquisition!

Talking to Mao of MIMARU shows she and her team are naturally proud of their awareness and this jewel in the hospitality sector in Japan. Rightly so.

“Always try to delight your customers in a surprising way.”

Written by:  Rick Coles

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