I had the opportunity to spend last weekend in the Italian ski resort Bormio, a beautiful town in the Dolomites surrounded by scenic mountains. Not often have I encountered such genuine kindness and willingness to help customers as I did in Bormio. Being somewhat a ”nerd” when it comes to human relations it makes me wonder how the people I met in Bormio can show such hospitality and kindness when others in the same industry often demonstrate the completely opposite behaviours. And I think about how this fantastic service and hospitality has affected my experience and perception of Bormio.
Marianna Cresseri and her family run one of the ski rental shops in the village. Marianna is a true role model for how to treat your customers. As soon as you enter the shop you are seen and greeted with smiles, offered something to drink while the friendly staff put your ski gear together. Trying out ski boots is something I have never considered to be either fun or pleasant, but my experience here was different. The staff knew exactly what to do to make the whole process smooth and even fun, and somehow they even managed to make my feet slip into ski boot prison as easy as one two three. After a day on the slopes I merely set foot in the shop before someone took care of my skis, someone took off my boots while I found myself sipping on a hot espresso that somehow was handed to me somewhere along the process.
What if we could be spoiled with this fantastic service more often in our daily lives? How much easier would life be and think of all the energy you could save for your loved ones or other people you encounter on a daily basis. I am seriously considering inviting Marianna over to teach us and others about providing service straight from the heart. It is by far the best way of creating great customer experiences, longterm customer loyalty and true ambassadors.
