We recently connected with Debbie Hart and have shared our conversation below.
Hi Debbie, thanks for joining us today. What’s been the best thing you’ve ever seen (or done yourself) to show a customer that you appreciate them?
As a customer experience consultant, I am always looking for great stories about WOW customer experiences. I have read numerous articles about the Ritz Carlton and how they go above and beyond for their customers. I have read stories about employees who have flown to a residence in a different state just to return a stuffed animal to a child that was left behind. I am sure this guest was so impressed that they have become a loyal Ritz Carlton guest. Customers love to be appreciated and when a business goes above and beyond, they want to continue to do business with them.
As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?
I started my business in the customer experience industry because I wanted to educate business owners on how to improve customer experience while increasing revenue. My background is in the hospitality industry, so I know the importance of returning customers. We at The Hart Experience educate teams by doing a complete business evaluation which includes mystery shop visits and reports. Our customized shop reports help teams see areas where they need to improve and where they are doing well. I am always proud to see my clients improve their customer experience and increase revenue. I know that what we do is helping because my clients tell me, and I see it when I review the shop reports.
Any stories or insights that might help us understand how you’ve built such a strong reputation?
I am in contact with my clients regularly so when there is a problem we fix it immediately. I am competing daily with large mystery shopping companies so building relationships with my clients is important. This is one thing that large companies can’t offer. My clients know they can reach out to me if they want to make a change or discuss a shop report. We are also available if training is needed.
How do you keep your team’s morale high?
I worked as a hospitality manager before starting my own business, so I understand the importance of employee experience as well as customer experience. It’s important that a manager can be hands-on if needed and lead a team. A manager has to provide great training to his or her team if they want them to be successful. Great communication skills are a must.
Contact Info:
- Website: https://www.thehartexperience.com
- Instagram: @thehartexperience
- Facebook: https://www.facebook.com/TheHartExperience
- Linkedin: https://www.linkedin.com/in/debbiehartcem/
- Twitter: @dbbhart
- Youtube: www.youtube.com@thehartexperience
