Does High-End Service Need to be Low-Tech? Print E-mail
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Written by Yvonne Yuen   
Friday, 25 April 2008
High-End ServiceFor many businesses in the service sector that charge a premium, they rely on the human touch to satisfy the customers’ needs and justify the cost.  Let’s take the hotel I’m holding my wedding reception at, as an example.


For an obscene amount of money, I get to meet with the coordinator over a cup of tea to discuss the number of guests, the color of the tablecloth (whopping 2 choices), the type of chairs (another whopping 2 choices), etc.  Prior to our tasting event, we had to visit the hotel for a hard copy of the menu, pick out the items we wanted to taste and email our choices to the coordinator.  Well, of the 4  hors d’oeuvres I chose, they only made 1 of my choices and 3 random ones. 

Looking back, would it be more efficient and possibly even more customer-friendly if they posted the menu, chair and tablecloth pictures online?  Dare I even suggest an online request form for tasting menu selections?  I understand how some customers value the face-to-face meeting.  However, many of us, brides or not, prefer accuracy and the convenience of online solutions over a cup of tea.

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