The Magic of Clairvoyance

Clairvoyance involves surprising your customer with what you know that they did not expect you to know.  It requires a never ending pursuit of customer intelligence and a knack for paying attention to the details.  Consider the following example of a guest arriving at a hotel.  The guest has only stayed at this particular hotel once–three years prior.

1. The bellman helps the arriving guest get his luggage out of the back of the taxi and asks, “How was your flight, Mr. Greenjeans?”

Clairvoyance: The bellman knows how much the fare is from the airport to the hotel and that the taxi service frequents the airport. The guest name was read off of the luggage tag.

2.  As the guest approaches the check-in counter, the front desk clerk says, “Welcome back.”

Clairvoyance: As the bellman brought the guest’s bags into the hotel, he asked, “Is this your first time at this hotel?”  When the guest said “no,” the bellman pulled on his right ear as he wheeled the luggage cart up to the front desk, signaling this information to the check-in clerk.

3.  Taking the guest’s luggage to his room, the second bellman says, “Nice to have you back again, sir.”

Clairvoyance: The front desk clerk sends the same ear-tug signal to the next bellman transporting the guest’s luggage.

A key consideration in using clairvoyance is the risk of invading the customer’s privacy.  We all enjoy a bit of personalization––some more than others.   However, give us too much personalization and we get that uneasy feeling that we are being watched or someone is rummaging through our garbage cans at night.  How can you demonstrate the magic of clairvoyance?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Service Innovation, Wired and Dangerous and tagged . Bookmark the permalink.

One Response to The Magic of Clairvoyance

  1. Aside from that service being clairvoyant, it’s also an excellent experience for the customer to be treated that way. Being delighted as a customer and as the bellman would make an impression for both. The customer would always love to go back to that hotel and the bellman would always love to let other customers feel the same experience making them more comfortable for the stay.

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