C. Fraser
It doesn't take much to serve
I just arrived in Vancouver at the end of a long one. Busy day in the office, rush home, family stuff and then catch late flight into the rain clouds of the big smoke.
As the taxi took me closer to my hotel I was thinking ‘thank goodness I’m staying at the Hilton this time, instead of the motel they put me up at last time.”
Finally arrive at my hotel to be greeted by a smiling assistant front desk manager. “Unfortunately we are over booked and we do not have a room for you Mr. Culver” he said. Not exactly the greeting I was looking for. “We do have a room ready for you at ‘_________ Motel’ (guess where)!
I was this close! My night at the Hilton was subverted to the dreaded motel, plus I would have two more shuttles to get through.
But five minutes later I was in the shuttle on my wayl with two taxi vouchers, a ticket for free breakfast at the Hilton, a free room night voucher stuffed in my pocket and a promise for a future room upgrade.
Was I happy, well I would have preferred the Hilton but it was handled beautifully.
In all the years I taught customer service it always boiled down to the basics. Take care of people and they’ll sing your praises. Go cheap and they’ll go somewhere else.
Mr Assistant Front Desk Manager didn’t go cheap, he was intensely and sincerely apologetic and he was quick about it. It was the best he could do.
What did you do today to take care of your people?
Let me know how you served someone.
All the best,
Hugh
OH NO! Well hopefully you and your family can enjoy the free night. Turn a not so good experience into a great one!