The Adriatic coast, one of the most beautiful destinations in Montenegro where realizes the beauty this state possesses. However from the touristic point of view, Adriatic coast in Montenegro has to go through a vast development era regarding investments in infrastructure, construction of new resorts, better educated personnel with customer oriented approach to visitors. Most destinations in Montenegro are unaware of the importance of tourist satisfaction for repetitive visits.
I have stayed in several resorts in Montenegro however so far only one of them, which is supposedly one of the best in Montenegro, has left me with almost full satisfaction.
The moment I entered the hotel I realized I was facing a problem regarding my reservation; some guests decided to overstay one more day in my reserved room. So the lady in reception upgraded my room to a sea view room without any extra charges.
The next day I walked into the restaurant for breakfast. As I sat on my table and started to stare at the Adriatic, the waiter reached for the vase on the table and removed it. I was a bit disappointed as the flower was complementary to the view. After 1 minute, the same waiter came to the table with fresh flowers.
I was extremely surprised by the approach and service this hotel is offering to visitors. I will definitely visit this hotel again.
Thursday, March 29, 2007
Wednesday, March 28, 2007
A Professional Service Company (!)
We started using the services of a well known software company here in Montenegro to set up our web site.
To make the long story short, we were not happy with the services for many reasons and we had to cancel our contract.
So far so good.
In order to continue we needed the password and we asked this company to supply us with these passwords. Ten days now and we do not have any reply although we reminded them several times.
Finally I asked to a good client of them who happens to be my friend to call them to see what is going on.
THEY WERE ANGRY WITH US because we canceled the contract.
This company is supposed to be one of the best.
Do you think they will survive long? I SERIOUSLY DOUBT IT.
To make the long story short, we were not happy with the services for many reasons and we had to cancel our contract.
So far so good.
In order to continue we needed the password and we asked this company to supply us with these passwords. Ten days now and we do not have any reply although we reminded them several times.
Finally I asked to a good client of them who happens to be my friend to call them to see what is going on.
THEY WERE ANGRY WITH US because we canceled the contract.
This company is supposed to be one of the best.
Do you think they will survive long? I SERIOUSLY DOUBT IT.
Tuesday, March 27, 2007
Fish STORE in Podgorica
There is a fish store in Podgorica where you can find all sorts of fresh seafood. Just a regular store.
What makes this store different from the others (not only in Podgorica but many places that I have seen) is; by telephone you can give an order for a certain hour, and they will cook your order AT NO ADDITIONAL COST. This is wow services (with Tom Peter’s words.)
This is one of the most convenient services that a fish store may offer. A lot of them clean your fish, but think; you are buying FRESH-GRILLED fish for your dinner.
If I may say so Tom Peters, this is re-imaging. All you need is a little insight, be a little alert to watch people, to develop a customer service that will put your business far ahead from others.
I will not be surprised if this store will be the first store that will start taking orders on the Internet.
Bravo
What makes this store different from the others (not only in Podgorica but many places that I have seen) is; by telephone you can give an order for a certain hour, and they will cook your order AT NO ADDITIONAL COST. This is wow services (with Tom Peter’s words.)
This is one of the most convenient services that a fish store may offer. A lot of them clean your fish, but think; you are buying FRESH-GRILLED fish for your dinner.
If I may say so Tom Peters, this is re-imaging. All you need is a little insight, be a little alert to watch people, to develop a customer service that will put your business far ahead from others.
I will not be surprised if this store will be the first store that will start taking orders on the Internet.
Bravo
Friday, March 23, 2007
Mobile Phones
Although I do not like the idea of being dependent on mobile phones or have them with me all the time like the big brother, I use them. They are quite helpful tools, especially if you are living away from the family.
I have a mobile phone and I use the services of one of the service suppliers. In this case, “service” is a very funny word, because of 80% of the people calling me from abroad cannot reach me and 60% of the international calls I make are not successful. Remember, these service companies make money on the ‘service’ they deliver.
I certainly will try my luck with other operators and will not recommend this operator to anyone.
LOST CUSTOMER
I have a mobile phone and I use the services of one of the service suppliers. In this case, “service” is a very funny word, because of 80% of the people calling me from abroad cannot reach me and 60% of the international calls I make are not successful. Remember, these service companies make money on the ‘service’ they deliver.
I certainly will try my luck with other operators and will not recommend this operator to anyone.
LOST CUSTOMER
MONTENEGRO- Signage
In retail world proper and good signage is one of the most important tools to direct your customers to your store (outside signage) and to direct them to different parts of your store (inside signage) to increase the turnover per customer.
Montenegro is very poor in respect of road signage, it is quite difficult to get destinations and in most cases you have to use your intuition.
I do not think that it is a high cost compared to the cost of advertisements placed on CNN.
Good signage will create happy customers with higher turnover.
Montenegro is very poor in respect of road signage, it is quite difficult to get destinations and in most cases you have to use your intuition.
I do not think that it is a high cost compared to the cost of advertisements placed on CNN.
Good signage will create happy customers with higher turnover.
Another Bank
I still have to arrange a bank account. I decided on a small foreign capital bank.
I just walked to the counter, (by the way everybody speaks English in the branch) and told them that I want to open an account through which I can transfer money to abroad and receive money from abroad. They did it in 10 minutes, also offered me a free ATM card (:). Two hours later I transferred money to my account and one day later I used the money.
This is happening in the same country in which I had a real experience with another foreign bank. So the problem is not in the laws and regulations of the country or central bank’s regulations. It is just in the system of management, one is customer oriented, the other is almost ANTI-CUSTOMER.
I will suggest this bank to everybody.
I just walked to the counter, (by the way everybody speaks English in the branch) and told them that I want to open an account through which I can transfer money to abroad and receive money from abroad. They did it in 10 minutes, also offered me a free ATM card (:). Two hours later I transferred money to my account and one day later I used the money.
This is happening in the same country in which I had a real experience with another foreign bank. So the problem is not in the laws and regulations of the country or central bank’s regulations. It is just in the system of management, one is customer oriented, the other is almost ANTI-CUSTOMER.
I will suggest this bank to everybody.
A restaurant in Ostrog
Nice atmosphere, authentic decoration, good food, big portions and most important GOOD SERVICE. Waiters are attentive, smiling, speaking English and very patient when you are trying to choose what to order.
And with the bill they give you small gift, a small replica of the Ostrog Monastery. That is good customer care.
Shall I go back? Of course, whenever I go to Ostrog it is my restaurant, and I will also tell my friends about it.
You take good care of your customer, your customer will take care of you.
And with the bill they give you small gift, a small replica of the Ostrog Monastery. That is good customer care.
Shall I go back? Of course, whenever I go to Ostrog it is my restaurant, and I will also tell my friends about it.
You take good care of your customer, your customer will take care of you.
Hotel in Budva
I am in a hotel in Budva. Nice and comfortable hotel. I just wanted to spend the Saturday night, due to the low season prices are good too, only 19E per night. Saturday night was nice, I slept well. Before going to bed I broke an ashtray by mistake. The very same ashtray that I bought for 1E per 2 the day before from a supermarket. I got up early, went out for a cup of coffee and returned back to meet my friends.
I asked for the bill, the receptionist gave me the bill, wow what is that, extra 10E for the damages. Damages is the broken 50c. ashtray.
That destroys the whole weekend.
Shall I ever go to that hotel again? Of course not, and I will tell this story to everyone who thinks going to that hotel.
LOST CUSTOMER
I asked for the bill, the receptionist gave me the bill, wow what is that, extra 10E for the damages. Damages is the broken 50c. ashtray.
That destroys the whole weekend.
Shall I ever go to that hotel again? Of course not, and I will tell this story to everyone who thinks going to that hotel.
LOST CUSTOMER
COFFEE SHOP on the panoramic road between Cetinje and Kotor
The mountain road between Kotor and Cetinje is one of the most scenic roads that I have seen. Unfortunately the road is very narrow and curvy, very tiresome drive. There aren’t many places to rest on the road except that lovely coffee shop almost in the midway which is operating since 1881.
Great service, the old man serving good coffee speaks English and most important, one of the cleanest bathrooms that I have seen, far beyond the bathrooms of many famous coffee shops in Podgorica.
Don’t forget; Bathrooms are important part of customer service. They should be clean, well-lit, soap, paper towels etc., should always be available, and must frequently be inspected.
I will go back to this coffee shop and will recommend it to everybody.
Great service, the old man serving good coffee speaks English and most important, one of the cleanest bathrooms that I have seen, far beyond the bathrooms of many famous coffee shops in Podgorica.
Don’t forget; Bathrooms are important part of customer service. They should be clean, well-lit, soap, paper towels etc., should always be available, and must frequently be inspected.
I will go back to this coffee shop and will recommend it to everybody.
Wednesday, March 21, 2007
Montenegro
Beautiful country, great coast, great mountains, nice people. One of the major incomes of the country is based on tourism, to develop tourism, Montenegro invested a fortune to CNN ads, expected number of tourists this year is 1.1. million, almost double of its population. Montenegro is inviting people (customers) to the country “but” forgetting some basic rules.
I am approaching to this matter purely on management and marketing point of view, through my experience.
Before coming to Montenegro I was living in Romania and I have a lot of friends in Romania as well as in my country, Turkey. They all want to visit Montenegro after hearing the things I tell them and seeing the beautiful pictures I sent to them.
Yes, they want to come, but how? They need a visa, since Montenegro is the youngest republic in our world, there aren’t Embassies yet. As a matter of fact I do not think that it would be feasible to open embassies in 193 countries when I consider the costs.
So, how are those people whom we invited through advertising on which we spent a lot of money, will be able to come either as a tourist to spend money or as a businessman who will invest?
OK, the ones I know get their visas because the ministry is very cooperative, but what about the ones who does not know anybody in the country?
A friend of mine for whom I got a visa that should be given in the airport, arrived a few days ago. Since the custom’s officer in the airport did not have receipts for the payments we had to go to a Bank which is 2 km away the airport but unfortunately the bank was closing after 14:00h. So, we went back, explained the situation and a very helpful officer said that if we paid him the amount he would deposit it to the bank. THIS IS WHAT IS CALLED A GOOD CUSTOMER SERVICE. (By the way I am sure that it was done because my friend collected the receipt from the office on the way out.)
Please, be careful, Montenegro is loosing customers and do not forget, one unhappy customer tells his experience to 10 potential customers. Also, to gain back a lost customer costs seven times more compared to gain a new customer.
My suggestion would be to issue visas at the entry point by the immigration officers who are properly equipped and informed.
I am approaching to this matter purely on management and marketing point of view, through my experience.
Before coming to Montenegro I was living in Romania and I have a lot of friends in Romania as well as in my country, Turkey. They all want to visit Montenegro after hearing the things I tell them and seeing the beautiful pictures I sent to them.
Yes, they want to come, but how? They need a visa, since Montenegro is the youngest republic in our world, there aren’t Embassies yet. As a matter of fact I do not think that it would be feasible to open embassies in 193 countries when I consider the costs.
So, how are those people whom we invited through advertising on which we spent a lot of money, will be able to come either as a tourist to spend money or as a businessman who will invest?
OK, the ones I know get their visas because the ministry is very cooperative, but what about the ones who does not know anybody in the country?
A friend of mine for whom I got a visa that should be given in the airport, arrived a few days ago. Since the custom’s officer in the airport did not have receipts for the payments we had to go to a Bank which is 2 km away the airport but unfortunately the bank was closing after 14:00h. So, we went back, explained the situation and a very helpful officer said that if we paid him the amount he would deposit it to the bank. THIS IS WHAT IS CALLED A GOOD CUSTOMER SERVICE. (By the way I am sure that it was done because my friend collected the receipt from the office on the way out.)
Please, be careful, Montenegro is loosing customers and do not forget, one unhappy customer tells his experience to 10 potential customers. Also, to gain back a lost customer costs seven times more compared to gain a new customer.
My suggestion would be to issue visas at the entry point by the immigration officers who are properly equipped and informed.
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