129. The Wool Cardigan Request: "Is there anything else I can do?"

At 5-star Forbes Travel Guide hotel in Hong Kong, I asked the concierge if he could help check if a particular boutique in Kowloon has a specific model and colour of wool cardigan available in size S.

I asked if they could deliver the said item to the hotel at a separate charge, as I had a day packed with appointments and was departing the following morning. He repeated my request and I thanked him for assisting before stepping out of the hotel. I informed him I would be coming back in about four hours. 

Upon my return later in the afternoon, the same concierge approached me to provide an update. While he was certainly helpful, he took quite a while to a) first recap my request again, as well as b) went through in details what he had done and c) said to the boutique. I felt as if I was being kept in suspense before the grand finale. 

I learned about the two calls he had made at 10am and 10.30am, before his third call at 10.45am was picked up. I knew all about how the shop assistant took a while to check on the stock in-store and with other branches. I was also made aware that this specific model was highly popular and that all production was made locally. Finally, I could contain myself no longer and simply had to find out about the mystery - so I asked him, "Thank you, so is the item available?"

It was only then, at the very, very end of his nearly 2-minute speech (*drumroll*), that the employee announced that my enquired cardigan was out of stock, followed by a polite "Is there anything else I can do for you?" 

I thanked him for the help and said bye to each other as I left the counter. 

~

So far, has his service been good, great or mediocre? 

While many may think it is "good", I choose to differ and would rate it simply as mediocre, which means in terms of Service Bank Concept, it is a  ZERO. Why? Simply because he had only done exactly what I had requested - no further initiatives taken about this request, no extras about extending other gestures or even a positive closing. In fact, it could also rightly be a WITHDRAWAL from the Service Bank because there were no alternatives put forward. 

Asking "Is there anything else I can do?" is polite, but not a specific offer of assistance. It implies that the employee does not know what/how else to help. 

In the above example with the concierge, he could have provided further options and alternatives about the request or/and extended other specific assistance. These will demonstrate anticipatory thinking and interest/care - beyond just performing the functional aspects of the request.

He could have: 

  • informed when the new stock would be coming and cost of sending it to my country of residence;
  • informed me if there's a possibility (or not) of ordering online; 
  • shared what other colours in S were available and the cost to deliver it to the hotel, if so desired;
  • shared other models of wool cardigans from this shop;
  • recommended other shops specialising in wool wear (for this or future stay). Maybe these offer online options too; 
  • provided details of the enquired shop (e.g. contact person, website, opening hours, etc.)
Or, on totally separate matters, he could have:
  • asked if I had my lunch; 
  • asked if I needed any transport / luggage assistance since he knew I was checking out the following day; 
  • asked if I needed dinner recommendation; 
  • asked about my day
  • asked about my stay

Reflective thoughts: Using the same 2-minute duration, how would you a) update the guest; b) demonstrate your forward thinking and anticipatory service; and c) show care/interest?
If all these were successfully delivered, what do you think your Service Bank would be?

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