Commitment for Excellent Customer Service

©Patricia Feager 8/25/2016

Commitment for Excellent Customer Service

The Dancing Horses

LAKE GENEVA, WISCONSIN

262-728-8200

www.thedancinghorses.com

For my granddaughter's 4th Birthday, my son, his family and I went to see the Dancing Horses in beautiful Lake Geneva, Wisconsin to celebrate her special day. The performance was professional and the best I've ever seen. All of the Staff, equine stars, including the Interns (from colleges all over the country), made a commitment to provide excellent customer service. All of the horses were amazing, but this one horse in my photograph stood out above the rest. You can see his commitment, for excellent customer service and determination to succeed in his face and every muscle in his magnificent body. What I saw, wasn't just a performance, it was an educational awareness for anyone who provides customer service.

As a participant in the audience, the expectation for me was to see my granddaughter's reaction and could the horses keep her attention throughout the show? She made eye contact with every horse that passed by on the track inside the rink, smiling, clapping, mesmerized... The following was my observation of a child who just turned four years old on the day of the performance and the delivery of excellent customer service:

• The show started on time and ended on time.
• Everyone horse and trainer delivered exceptional talent and skills.
• Turnaround time between next horse performance was seamless.
• Horses were rewarded for consistently delivering high performance.
• The environment was clean, conducive to being in a relaxed atmosphere.
• Everything needed for the performance was available at their fingertips.
• Trainers were focused and smiled putting the audience at ease.
• The horses and their trainers performed competently and expeditiously.
• The audience was involved in the performance and could take photos.
• Children and families were invited to interact & take photos on horses.
• My Granddaughter did not lose interest.

Lessons Learned

1. Customers want and deserve excellent customer service.
2. There can be no excuses for anyone's behavior - everyone must perform.
3. Deliver as promised, beginning and ending on time.
4. Establish turnaround times and let customers know what they can expect.
5. Have all equipment, tools, and information available at all times.
6. Have policies and procedures in place.
7. Share customer expectations.

A satisfied customer is the most important focus to succeed in any type of business. Animals (like transportation) and people are unpredictable. Having a plan in place, being prepared, having information and everything you need, knowing when to start and end on time and meeting customer expectations is an example of Best Practices. In all life experience that involves customers, "Time is of the Essence." Excellent customer services will almost always guarantee repeat business or referrals by word of mouth.