As we drove through the dark to the town of Seminyak, a riot of sensory impressions flashed past. Suddenly the driver swung a hard left off the main road down an unpaved alley. After another quick turn we were there, at the entrance to the Villas. Thatched-roof palapas, a fountain, lovely cushions on a teak bench, and more smiles greeted us as we stepped into the balmy night air. We were checked in promptly and welcomed, and a staff member explained the accommodations and the nearby spa. A key on a hand-carved ring opened the gate at no. 29, our home for the next week.
While we were being shown the amenities, we drank in the sculptures, the pool, the garden, and the shaded kitchen. A friendly staff member showed us how to work the air conditioner in the bedroom and pointed out the menu for breakfast.
Everywhere we looked were small arrangements of cut flowers—in a circle around the soap dish, on the dining table, on the pillows. You see these meticulous flower arrangements anywhere you go in Bali.
While staying at the Villas was a once-in-a-lifetime experience, what stands out for both of us is the people we met. Everyone seemed to have a beautiful smile, with an inner light that shone through. Every morning two staff members cooked up our eggs and noodles and served everything in our kitchen with radiant smiles. The grounds crew came in to tend the garden, seeming truly happy with their jobs. The drivers we hired to take us around were amazing, answering our many questions, like why the cars were decorated with colorful baskets and woven ornaments (it was a "metal gods" holiday).
The people at the spa were truly caring. While I was basking in affordable luxury, my feet soaking in flower-petal water, I marveled at the beauty of the place and the people who made it so memorable. Is every place in Bali like the Villas? I have no idea. Bali is quite beautiful, but the Villas is very special, because the people who work there make it so. We would go back to the Villas in a heartbeat, knowing our experience would again be lovely, filled with Balinese smiles, food, flowers, and comfort.
Tip of the day: Human interaction is the key component of the visitor experience. It’s your brand come to life. Every person who interacts with your visitor has an enormous impact on his or her experience. Whether they are employees or volunteers, your security guards, cashiers, receptionists, librarians, docents, educators, curators, rangers, gardeners, and custodians are essential to your experience. Betsy Sanders, a top customer-service trainer for the department store Nordstrom, believes customer service boils down to two things: “To serve and to be kind.” The way to achieve what she calls “fabled customer service” is to meet all expectations, then exceed them.
This is an excerpt from Creating Great Visitor Experiences: A Guide for Museums, Parks, Zoos, Gardens, and Libraries available in April 2007 from Left Coast Press. You can download the first two chapters here.
Technorati Tags: customer experience, customer service, Bali, The Villas Hotel and Spa
