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X5 CROPS Report: Customer Service Lessons from Hotel California – Feb 2014

The world of consumerism is constantly changing. Find out what you can do to combat the challenges associated with poor customer service in February’s X5 CROPS Report.

Customer Satisfaction

Customer Satisfaction

This month’s feature article is listed below!

Risk Management

Risk Management

Managing risk comes in many forms. And, managing your customer’s service experience is a form of risk management. Don’t leave your customers in the dark and contemplating other product or service options. Wow them from the beginning to keep customer satisfaction and repeat sales front and centre.


Operational Efficiencies

Operational Efficiencies

Efficient operations exist in many facets, including management of your service experience. Do you have systems and processes in place that ensure you effectively deal with your customers on a consistent basis? Are you meeting their expectations? If not, perhaps it’s time to re-visit your internal practices to get it right!


As is discussed below in the feature article – people are the key ingredient in your ability to satisfy your customers. But, you need just the right mix of key ingredients to get the proverbial “customer satisfaction” recipe right. Do your company representatives understand the difference their actions can make when serving your customers and what key factors they should focus on?




Could your sales use a boost? The first place to look is the number of repeat clients you have. If the number is extremely low, this could be a tell-tale sign that your previous customers are dissatisfied. Reach out to your past clients as they are vital resources for how you can refine your customer experience to attract new and old customers back into your sales pipeline.

 Feature Article: Lessons Learned from Hotel California. 

Feature ArticleFeature Article: The Customer Service Evolution.

Written by: Mike Mack

Time has been flying by as we enter into March 2014. This month’s feature article focuses on Customer Satisfaction.

Are your customer’s satisfied with the service and commitments that you provide? Do you deliver on your promises? Recently I read and listened to a great Blog from X5’s friend, Darren Hardy, Publisher of SUCCESS magazine. He wrote about “WOW Prospecting”- Click here to view his Blog post. Darren’s Blog made me think about ways in which companies could continue with this “Wow” philosophy, even after the prospect becomes your customer. The honeymoon doesn’t have to end once the courtship/prospecting process is over.

I recently had a very frustrating experience as a customer at a prominent business in Edmonton. (I will be kind and not highlight the business involved). There were 3 key components that frustrated me with this sad experience. 🙁

1. Consistently poor service. Every time I go to this place of business, which ironically is not that often, it looks and feels the same. The doors don’t open until 5-10 mins after the suggested opening time and no one seems to be anywhere in sight.

2. Apathy was evident. (Defined as a lack of interest in or concern for things). As I voiced my concerns, there was virtually “no response.” It was like I was sharing my frustrations and concerns in a foreign land and they could not comprehend what I was saying……Just a blank stare!

3. The business felt like Hotel California. You remember the classic Eagles song from the mid 70’s. A few lines from this tune resonated with me in this sad customer satisfaction experience.

“Welcome to the Hotel California
Such a lovely place (Such a lovely place)
Last thing I remember, I was running for the door
I had to find the passage back to the place I was before
“Relax, ” said the night man,
“We are programmed to receive you can check-out any time you like, but you can never leave! “

In the context of my less than stellar customer satisfaction story, I note that the place of business “looked” like a lovely place, but every time I finish my business there, I want to run for the door. The employees at this place of business do indeed seem “programmed to receive customers”  It is somewhat robotic. Perhaps if they could replace “apathy with empathy” they may be on to something.

Remember: The way to Wow an existing customer doesn’t need to involve flowers or chocolates, just good old fashioned Customer Service.

  • Commit to your brand promise.
  • Smile.
  • Listen to your customer.
  • Be authentic and show you care about their business!

All of this will keep them coming back!
Darren Hardy and X5 ManagementP.S. Please stay tuned for our upcoming podcast to be released next Tuesday. Here we share an “exclusive interview” with Darren Hardy, Publisher of SUCCESS magazine when he joined X5 in Edmonton on March 5th, 2013. We kept this interview in our vault and now want to reveal this to you…STAY TUNED!!

Watch X5’s Brand New Sales Video!

photo credit: ed 37 ~~ via photopin cc

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