Professional bias
We're on a campsite, in a cottage. And that's not just any campsite, but one that's hip and therefore quickly sold out. The booking already took place last November, bearing in mind that I would be abroad the whole month of June for wonderful speaking assignments and CX master classes. But yes... Suddenly there was corona. And like everyone else, I have been permanently in our beautiful Netherlands since mid-March.
The good news was that we had found a great holiday address. This campground was recommended by many: maybe a bit big, but great. Close to the beach, against the dunes. Lots of opportunities for children to play with sand and water. The reviews were almost too laudatory. I have to be honest: it makes me sceptical. I first want to see with my own eyes if the promises are kept. And what about the customer experience? I also want to experience that for myself.
So... There we went. The first week of construction. The busiest week of the high season in 2020. First I had to see how this campsite was going to live up to that great customer experience.
We were received perfectly. Quick, friendly and clear. We arrived at the cottage, so beautiful that it exceeded our expectations. With good beds and a perfect location: between the dunes, with its own verandah and such a beautiful tent canvas as a roof. We were perplexed.
The first bottle of wine opened, the little one left for the play area with lots of sand and we were regally in the relax mode. First we went through the booklet, with a map and tips, including activity planning.
The following days we had the best conversations with staff members of the campsite. They regularly drove by in electric carts. We were greeted cheerfully, we knew their names were Luuk, Gerard or Daan and little wishes were granted. So I forgot my yoga mat and within half a day I had one in our house. Every morning we received a newspaper, accompanied by a cheerful 'Good morning!'. In such a case I don't manage to be just a 'guest' anymore. Immediately my professional bias pop up as well. How is this arranged? What processes and agreements are made with the staff? I could not control my curiosity and asked Daan. He immediately explained their concept. How they, together with all the staff, colour the last page of the brochure. The page you can't describe, but you have to experience.
How wow is that? Not just thinking about it, but realizing it in the middle of the high season. With processes, agreements and above all: in concrete behaviour. They have me wrapped up as a customer. Spoiled with a very nice holiday customer experience. Chapeau camping. Chapeau staff. We have already booked for 2021.
This blog was written for CustomerFirst and published on 22 September 2020
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