Did it become more lately? I'm receiving e-mails from hotels, airlines, etc. all the time, with questionnaires on their service. Banks, car dealers and leasing companies are hiring call centres to call me and ask for my opinion on their performance. All questionnaires have their final question in common: "How likely is it that you will recommend us to your acquaintances, partners and friends?"
Yesterday evening, I received a questionnaire from the Marina Bay Sands Hotel in Singapore: "A few minutes of your time, to help us improve." As the football match Eintracht Frankfurt vs. Aue that I was watching on TV was terrible, I actually answered their questions. I came to the point where I couldn't refrain from laughing; when I still wasn't finished after twenty minutes ... there were 60 (!) questions. Unbelievable. Who has the time for this? To top it off – by that time, Eintracht had scored the lead in the 86th minute – when I tried to send my answers, this message popped up: "You did not fill in all the required fields." This must be a joke! This hotel has about 15 restaurants; unfortunately, I didn't have the time to test them all on the day I was there. Do I really have to check "not applicable" on each of the ten questions for each of the restaurants where I haven't been, totalling 130? I can imagine that the management of the Marina Bay Sands is terribly disappointed, as nobody is likely to send back their form. They must feel completely ignored ... I'm trying not to picture their marketing department, waiting for some response :)
Some of the questions asked are understandable, such as whether I liked the food and facilities. That's how people feel. But from a manager's point of view, if I need to ask my customers whether the rooms and restaurants are clean, then I should try and go upstairs to have a look at ten rooms myself, instead of firing superfluous questions at my customers.
With airlines, I have become most obliging: I don't refuse their questionnaires any longer; rather, I put them into the envelope unanswered. This way, I can spare the friendly flight attendant a "no". Note that I have been responding to Lufthansa's questions for 15 years, and nothing has ever changed. Cathay Pacific even wanted to know how I liked the arrival lounge; even though the questionnaires are collected before landing. Nonsense. Every time I read "we have chosen you for our survey", I wonder, whether I look bored or idle. Or do I look like I have eaten so much airline food as to be specially able to rate it.
The last survey we did was ten years ago – and even then, we at least offered our customers a "thank you". After all, we cannot advertise our speed and efficiency if we ask each customer, who just completed a highly efficient and quick purchase, to answer questions for 3 hours.
Speaking of little thank-yous for questionnaires: Emirates recently told me: "You may keep the pen, if you wish." Thank you, finally my first ballpen.
Complaining – the national pastime of the Germans
Let’s be honest, we Germans love to complain – about the weather, football, the economy, politics, etc....
Let’s be honest, we Germans love to complain – about the weather, football, the economy, politics, etc. This unites us all – regardless of our social class or political affiliation. Complaining is a national pastime in Germany. We love to grumble about high prices, the shortage of skilled workers and the weakening economy, while at the same time discussing our next holiday or the four-day week. Please don’t get me wrong, I am all for everyone taking a lot of time off and having a good rest – the only thing that bothers me is the fact that we love to see everything in such a gloomy light! We have to start working together to find solutions, because what we forget amidst all the moaning are our own abilities.
No, Germany is not falling apart! Germany still has a lot of untapped potential. We have people with great ideas, curious and inquisitive people (yes, even among Gen Z), a high average level of education, a high degree of legal certainty, a consistently strong industry, very good research ... and yes, we also have the capital. But we have to stop complaining and focus on our strengths. We are capable of innovation, we can be or remain market leaders in many areas, but, at the same time, we have to be open-minded. Even if one area collapses, we can successfully develop and expand a subsequent one. These are our strengths. However, we have to accept the challenge – be it in society, in politics or in the economy. Burying our heads in the sand won’t help us.
We are once again facing enormous opportunities for our future – whether in medical research, industry, the energy sector or, of course, across the board in the field of AI. And that’s just what comes to mind. There is, of course, much more. Let’s work together to develop new ideas that will advance us not only as a society, but also as a business location. There is potential out there, it just needs to be tapped! And by the way, we’ll have less reason to complain!
The road to success: do we really have to get worse at everything?
Last week I had a conversation with a customer that left me speechless....
Last week I had a conversation with a customer that left me speechless. Our sales department asked me to speak to a customer on the phone who doesn’t buy from us because we supposedly supply end customers.
No problem, I thought. I called and explained that this is exactly what we don’t do, and that this is a key promise to our dealers. There are extremely rare exceptions, – only if a vendor forces us to, or a retailer explicitly asks us to. But that almost never happens.
Then it turned out that there was a misunderstanding: the customer said that we also supply small retailers. My answer: »Yes, we do and we have to, based on our contracts with the vendors. Our competitors do that too.«
»All correct«, I hear, but then it got exciting: »Your large competitors are not interested in small customers, so they are poorly served. At Jarltech, the small dealers feel comfortable because you provide a great service.«
I didn't know whether to laugh or cry ... A customer doesn’t buy from us because our service is too good? I hadn’t expected that.
But don't worry, contrary to the headline: We will continue to endeavour to offer every customer the best service we can!
Why is good service so important again?
I'm writing to you today from China. Here I have learnt once again why good service is so important....
I'm writing to you today from China. Here I have learnt once again why good service is so important. If you want a customer to pay more than elsewhere, then you have to make the difference! You have to know what they like and anticipate their wishes.
Here in Shenzhen is the Grand Hyatt Hotel – I was here at least six times a year before Corona – and even stored some luggage in Shenzhen, so that I only had to fly with hand luggage. Liquids and such ... that was difficult on the plane.
It’s been over three years since I was last here, and I arrived to be greeted by an armada of hotel staff. My beloved Coke Zero was waiting for me in the car outside the airport. My luggage, which I hadn’t expected to see again, had been stored for three years and completely cleaned for my new stay. Everything was hanging in the wardrobe and the bathroom was neat and tidy. My razor was charged and my chargers stood on the desk. Of course, the fridge was full of Coke Zero and the white wine I had last drunk three years ago. Even the room service knew what I liked to eat.
That’s what hospitality really is. And we have to do the same at Jarltech. Always write down what our customers want and like. And when I go out to dine with a customer, I need to know whether they are vegan or if they don’t like pork, for example. Some customers want to be called and courted on a weekly basis, whereas others find this rather annoying. Some still prefer paper catalogues, others believe it’s environmental pollution. And all the better if a customer returns after three years, and I still have it all written down somewhere. Jarltech may not be a hotel, but we are a service provider that has to differentiate itself The difference is always in the details.
The world's smallest chef gives a guest performance in Usingen
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October...
It's finally back on: Our 3D projection dinner show »Le Petit Chef« will be back in our restaurant »Uwe and Uli« (www.uwe-uli.de) from the 11th of October 2023 to the 30th of April 2024. Personally, I always have fun enjoying delicious food with a bit of a show. Come by sometime – it's also great for Christmas parties with up to 20 people. And if you're a customer of ours, why not have your sales contact invite you next time you visit Jarltech? 😊
Have fun with the little chef!