I just had the great pleasure to spend a week in Nuevo Vallarta with my family.
It was my parents 50th Anniversary, so 10 of us packed up our flip flops and swim trunks and headed south to the sun, beach, and ice-cold cervesas.
I’ve been to Mexico before, but this trip we decided to all stay together in a luxury ‘shack’ owned by a friend of the family.
The Vidanta Resort is MASSIVE!
5,000 employees, at least 8 towers, a dozen or more restaurants, and oodles of beach chairs. It is a timeshare operation, but we never had to listen to a pitch (very high pressure, we heard).
We also got to stay in the ‘Residence’ Tower, which was the highest end accommodations there. For 10 of us, it was perfect with about 5,000 sq ft!
What occurred to me there was how much they have completely MASTERED the marketing, sales, and – most definitely – the customer service game.
I learned a LOT from them – maybe you can too…
Our room had 4 bedrooms, 4 bathrooms, a private pool, vast amounts of balcony space to take in the gorgeous surroundings, a kitchen, and all the lounging room a person could ever hope for.
But what really struck me this trip, more than any other trip to Mexico in the past, was how far SUPERIOR they are there in treating their customers.
We had fresh scrumptious coffee delivered into our place every morning at our set time. Not just crappy coffee – but exceptionally brewed, and a large enough quantity for all of us. Most places these days give you those single pack coffees, or brew their own watered-down version of decent coffee. These guys KNOW coffee.
Anything we needed, was a quick call away. Prices on excursions. Taxis booked. Reservations. Anything we needed was done for us – with pride, with a smile, and with heart-felt sincerity (they created you EVERY time – even if it was 10th time today you saw them – with their right hand over their heart – and an enthusiastic ‘Ola’ your way).
Attention to the finest of details…
While we were fortunate enough to stay in the highest end tower, every single one of the other towers was the perfect model of luxury and attention to detail. Nothing I saw was ever dirty, out of place, unfolded, or unkept. The staff everywhere was consistent, friendly, and didn’t look at us ‘gringoes’ like we were little else than “money”. You had a choice of accommodations at all the different price-points, but the service was impeccably consistent no matter where you went.
We did a few different day trips. Zip lining. Fishing. And the oh-so-awesome Rythym of The Nights show (after an hour long, highly entertaining, boat trip – to an excluded location that was straight out of the movies for dinner and a show). First off, the staff has to learn and master English. Then, they learn how to entertain through laughter. THEN, they learn how to consistently put on a show – and they did SUCH an amazing job! Hard to find consistency like this in the business world (in North America specifically!).
Always fun in Mexico – but harder to find decent bartering, I thought, than past trips. My favourite vendor quotes: “Cheaper than Kmart”, “Almost free”, “Come check out my cheap Chinese Crap”. These guys knew how to get you in, get you browsing, and get you buying one thing or ten. I am not much of a shopper, but one shop owner was amazing! He got me buying, and buying, and buying. all at a big discount – and all with a smile on his face and a joke coming out of his mouth.
I tried packing it up to bring with – but they caught me at the front door. Seriously though, it was the best mattress I’ve ever slept on. In a high end place, everything needs to be 5 star!
Cater to them – but make them PAY to play.
From the seaway-delivered beers on the beach, to the incredible shuttles at your beck and call to visit anywhere, there’s no shortage of exceptional customer service examples to be found. BUT, it isn’t cheap – and everyone knows it. The more fun you want – the more you pay.
Patience, practice, and discipline.
Their employees were committed to being the best at their jobs. They practiced their English. The catered to your whims. They did everything to stand out (rarely seen in Canada or the US!). Their shows were top notch and seamlessly performed.
I learned (and re-learned) a LOT about customer service and sales packaging this trip. I plan on implementing these ideas into my business, and my clients’ businesses. You should too!
If you get the chance, check out Vidanta in Nuevo Vallarta – a great experience and learning lesson!
PS: Need a boost to the old bank account? There’s a great 50% off sale on right now for the 2016 Cash Flow Calendar! Grab it at http://www.cashflowcalendars.com – enter code cfc50
The events, templates, and promotional emails you can use for the month of May are going to make you some fast sales and bigger paydays!