Module 5 Customer´s Experience Rooms – Identify a situation of interaction between customer and servicescape, week 3

In this blog post I´ll write about the customer experience room when visiting hotel Leela Palace in Bengaluru, India earlier this year. This was the hotel we used to facilitate a Sales Force Event.

Leela Palace is counted as among the best 5* hotel in Bengaluru. This hotel offer courier services, in-room safe, access to international newspapers, Car and Limousine service, babysitting services, florist, foreign currency exchange, international satellite television channels, outdoor swimming pool, shopping arcade, three restaurants, lounge and bar, Spa, Salon and state-of-the-art-gym, Hi-speed broadband and Wi-fi internet.

The exterior gives a really exclusive feeling, as well as the interior.

 

 

 

 

 

Basically we can say that these pictures really helps setting the expectations and definitely influences the perception of the part of the customer. Before coming to the hotel, I had high expectations.

We arrived to the hotel late at night and was then greeted by a welcome committee serving refreshments. After this, we got assigned one person each from this welcome committee that helped us with the check in and that personally showed the way to the room, That was, at least for me, really unexpected and added a very exclusive feeling.

The room was of no disappointment either.

 

 

The restaurants were of really high quality. Neat, clean, big and spacious, a big selection of food, chefs working and preparing food in connection to the buffet.

 

 

Everybody in the staff were really friendly, spoke English very well and was also nicely dressed in uniforms. There were also always fresh flowers in big arrangements standing in the lobby.

According to Brian Wilson, all physical evidence of a business sends a message to the customer and you as a company need to make sure that the message is what you intended.

To summarize, I think that Leela Palace really have succeded in creating a genuine 5* feeling. This is also confirmed by customer rating – if you look at Hotels.com you can find “outstanding” as the summarized review of this hotel.