MITHRA MOMENTS

When customers at a high-end department store asked where they might find a certain product or department, retail staff members were trained to escort them to the location, rather than just point or give directions. Sales increased as shoppers were able to more easily find what they wanted and as store personnel had the added opportunity to interact with customers.

*Service Bonus: Shopper-salesperson communications improved the shopping experience, and with the increase in shop revenues, commission-based salespeople took home a bigger paycheck, too.

Providing complimentary in-room non-alcoholic beverages raised customer satisfaction…and increased room service alcohol consumption.

* Service Bonus: Returning guests were happy to find their mini-bars stocked with their beverages of choice (Coke vs. Pepsi, Cranberry vs. Orange Juice), as their preferences were noted on a guest dossier from their previous visit.

Guests were pleasantly surprised to receive private in-room dining at no additional charge... and the hotel experienced a marked increase in room service orders.

* Service Bonus: Instead of automatically adding a set gratuity to the room service bill like most hotels, Private Dining gratuities were left to the discretion of guests. As a result, guests felt like they weren't being "nickeled and dimed", and staff gave better service when motivated by potential gratuities.

A pre-arrival folder allowed returning guests' check in to be processed in advance so they could be escorted directly to their rooms upon arrival at the hotel. These guests also received a special airline gift - personalized airline blanket and pillow covers sets to ensure a more healthy comfortable flight. The sets were cleaned upon arrival at the hotel and ready for the guests upon departure.

* Service bonus - Recognizing your most valued customers creates a special relationship with them and the company/organization.

As more and more people take their pets with them when they travel, a program catering to four legged guests was created. Pet amenities like special companion menus, personalized pet blankets and toys, and dedicated staff create an emotional bond with the business and the client.

* Service Bonus: Businesses that recognize the relationship of their customers and their pets and provide special services show a higher degree of customer loyalty.

A new restaurant was overflowing with hungry diners who ended up waiting and crowding the bar area. Mithra suggested offering complimentary beverages to those guests waiting for seats. Not only did this encourage guests to stay, but it elicited goodwill among the high-end crowd. Bar revenues increased as these happy patrons stayed to enjoy their drink and then later also ordering from the restaurant menu.

* Service Bonuses: Bar staff encouraged guests in the busy bar area to make a dinner reservation for a return visit increasing future restaurant revenues.