Learning about customer satisfaction on a vacation
I just finished my vacation. What a great feeling. I started from Bangalore to Bandipur ( about 230Kms). The ride was pretty smooth. The food was ready when I arrived at the lodge with my family. The food was tasty and sumptuous. Soon, I was called by the lodge management to join in the safari to the deep in the jungle ( Bandipur National Park).
The jungle houses a large number of animal species ranging from tigers, leopards, elephants, variety of birds and other animals. We went [/caption]in for every Safari that was planned by the lodge management and to our great luck, we spotted leopard, herd of elephants, large male elephants. It was an experience in itself. I took some shots using my entry level camera. Here they are for you to see.
So why I am telling you this? In fact there was a good learning from the whole package that we had booked.
This government agency runs a multiple number of resorts all across Karnataka state. The packages that they offer are very easy to understand and come without frills. Let us take a look.
There are only two or three kinds of rooms
That simplifies the task of choosing between them. If you want a better room, just pay a little more. The rooms are pretty standardized across eleven or so resorts in the whole of the state
Food is free for all the time, breakfast inclusive
That means you don't waste time on ordering your food and then waiting for it. Food is served at a particular hour and is over in an hour. If you miss it, you miss it. That ensures you are not late for Safaris and miss out on fantastic flora and fauna.
Safari's are unlimited
You can take as many Safaris as you want. There is no restriction. Did not meet tiger in the morning, well search in the evening again.
Experienced guides accompany you on all the Safaris
Expert guides search hard to find rare animals and explain all the things related.
Any employee can recite the program
Ask any employee, when is tea served or what time Safari leaves, they will tell you as if everyone works everywhere. Simple program that can be even remembered by a less educated employee makes for a great customer service.
Payment is decentralized
If you ask for bottled water at the restaurant, pay for it there. No carrying along the bills and lengthy checkout. At the checkout, we had to just handover the key and walk off ( in five minutes sharp).
Minimal room service ( almost absent )
You know you are not going to get any room service so you need to buy stuff from outside. I wish that they can improve on this but this is a small issue.
The options are limited and simple, yet the experience is inimitable.
So what did I learn
Less is more
Too many options are confuse the customer
If employees understand the process well they can explain it well to customers
Decentralization and more power to the lower end of hierarchy can lead to higher motivaton
Make execution perfect, processes simpler
Less processes means higher efficiency
Customer focus should be the key
Even a small thing like a tasty evening tea is remembered for long.
Friendly cheerful and motivated staff is the key to success to your venture.
Do not promise more and deliver less
If you over-deliver, its great but if you deliver that you promised, you are not doing too bad.
So here is one up to simple and sweet.
Click on the pictures to enlarge them. They are not very clear in thumbnails