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Good customer service in Poland is improving, but still has a long way to go.

Whenever I am lecturing about event management, I always speak about thinking of the “Customer Experience”. This is what the customer experiences during the time they are visiting your shop, restaurant, event, conference or wedding venue.

The management and staff must think of everything from the customer’s experience. That is the art of good management.

Here is a good example of getting the Customer Experience wrong…

Last weekend, I visited a Warsaw restaurant that prides itself on standards of service. I approached the restaurant, walked along the covered entrance, up some steps, along the terrace, turned the corner and reached the door. But, there was a sign on the door to say that the entrance was through the garden on the other side of the building.

I watched other people do the same as me. Each time, they had to reach the door before reading the sign that told them this was not the entrance to the restaurant.

If the management were trained to think from the Customer Experience, they would have placed that sign BEFORE the customers have to climb the steps, walk the terrace and turn the corner. Do you see what I mean?

It is an obvious example where the management had failed to think about the customer, and had not thought about what the customer experiences.

Along the covered walkway…

…Up the steps…

…Across the terrace… And there is the sign on the door, telling you to go back!