domingo, novembro 06, 2005

A IMPORTÂNCIA DAS PEQUENAS COISAS

Um fósforo, um chocolatinho, uma chávena de café e um jornal:

Estes quatro elementos fazem parte de uma das melhores histórias sobre atendimento que conheço.

Um homem estava a conduzir há horas e, cansado da estrada, resolveu procurar um hotel ou uma pousada para descansar. Em poucos minutos, avistou um letreiro luminoso com o nome: Hotel Venetia.

Quando chegou à recepção, o hall do hotel estava iluminado com luz suave. Atrás do balcão, uma moça de rosto alegre saudou-o amavelmente:

"- Bem-vindo ao Venetia!"

Três minutos após essa saudação, o hóspede já estava confortavelmente instalado no seu quarto e impressionado com os procedimentos: tudo muito rápido e prático.

No quarto, uma discreta opulência; uma cama, impecavelmente limpa, uma lareira, um fósforo apropriado em posição perfeitamente alinhada sobre a lareira, para ser riscado. Era demais! Aquele homem que queria um quarto apenas para passar a noite, começou a pensar que estava com sorte.

Mudou de roupa para o jantar (a moça da recepção fizera o pedido no momento do registo). A refeição foi tão deliciosa, como tudo o que tinha experimentado, naquele local, até então. Assinou a conta e voltou para o quarto. Fazia frio e ele estava ansioso pelo fogo da lareira.

Qual não foi a sua surpresa! Alguém tinha-se antecipado, pois havia um lindo fogo crepitante na lareira. A cama estava preparada, os travesseiros arrumados e um chocolatinho sobre cada um. Que noite agradável aquela!

Na manhã seguinte, o hóspede acordou com um estranho borbulhar, vindo da casa de banho. Saiu da cama para investigar. Simplesmente uma cafeteira ligada por um timer automático, estava preparando o seu café e, junto um cartão que dizia: "A sua marca predilecta de café. Bom apetite!" E era mesmo!

Como é que eles podiam saber desse detalhe?

De repente, lembrou-se: no jantar perguntaram qual era a sua marca preferida de café.

Em seguida, ele ouviu um leve toque na porta. Ao abrir, havia um jornal.
"Mas, como pode ?! É o meu jornal! Como é que eles adivinharam?"

Mais uma vez, lembrou-se de quando se registou: a recepcionista perguntou-lhe qual jornal ele preferia.

O cliente deixou o hotel encantado. Feliz pela sorte de ter ficado num lugar tão acolhedor. Mas, o que é que esse hotel fizera mesmo de especial?

Apenas ofereceram um fósforo, um chocolatinho, uma chávena de café e um jornal.

Nunca se falou tanto na relação empresa-cliente como nos dias de hoje. Milhões são gastos em planos mirabolantes de marketing e, no entanto, o cliente está cada vez mais insatisfeito, mais desconfiado. Mudamos o layout das lojas, pintamos as prateleiras, trocamos as embalagens, mas esquecemo-nos das pessoas.

O valor das pequenas coisas conta, e muito. A valorização do relacionamento com o cliente. Fazer com que ele perceba que ele é um parceiro importante!

Isto vale também para nossas relações pessoais (namoro, amizade, família, casamento) enfim pensar no outro como ser humano é sempre uma satisfação para quem doa e para quem recebe. Seremos muito mais felizes, pois a verdadeira felicidade está nos gestos mais simples do nosso dia-a-dia e na maioria das vezes passamos despercebidos.

Bom dia e boa semana a todos.

10 comentários:

Anónimo disse...

muito bom de imaginar, mas muito dificil de encontrar. Entretanto seria muito facil faze-lo e seria tão bom e na realidade muito barato, oxalá muitos leiam e sigam o exemplo. beijinhos


Zézé
Porto 8/11/05

Rui Pinto disse...

Muitas vezes, o luxo e requinte tem a ver com estas "pequenas atenções", que nos fazem sentir especiais. É um óptimo exemplo que devia ser seguido por todos.
Bjs.

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