I notice that few people believe in customer loyalty and marketing in the broad sense of the word. Even the marketers themselves.
We don’t believe that if you don’t place a banner on the floor of Moscow, clients will come.
We do not believe that a real increase in service and real care for the client will force him to buy from you again and again.
This is such an all-consuming disbelief that I don’t even understand what most marketers do.
I bought cars from dealerships several times. Only one of them sent me additional offers, reminders and gifts. And they still send them, although many years have passed.
Recently we were in a new hotel near Moscow. Excellent European level, rooms, pool, territory. Everything is ready. Except people. They weren't ready to open. They didn't know how to behave. Every second request required calling the manager.
We know how to build. But we don’t know how to train people. We don't internally think it's important. Everything has been built. The buildings are standing.
The client should be happy. We built everything and even placed advertising.
But the buildings do not know how to communicate. They don't know how to solve problems. Some buildings do not know how to create an atmosphere of comfort and safety.
This can also be observed at events. Your decorations can be stunning and George Michael himself can sing. But your guests will be interacting with the people at the front desk, not with old George. The face of an event is always the face of a person. Is he ready to communicate with your clients? Is he in a good mood? Does he look good? Does he know to smile?
