Customer Service Revisited

I am back from a week’s vacation quite refreshed and ready to go.

While away, I was compelled to write a blog about the outstanding service received in the Minneapolis Hilton Hotel. Today I would like to just add a postscript to that blog.

As impressed as I was with the hotel staff, on Thursday morning I wrote a personal note to the hotel’s service manager complementing Amelia at the front desk in particular, and the service staff in general.

What would many managers do with a note like this? Many would show it to the employee (Amelia) and file it in her personnel file. Not so at the Hilton. This note was circulated to the staff. I received a phone call from an individual at the front desk whom I had not met thanking me for the note. Later in the evening I was getting a glass of wine in the Executive Lounge. The lady on duty saw me come in and told me what a wonderful note I had written – she then put my drink on the house!

What did I learn?

1. Never underestimate the value of a hand written personal note.

2. An outstanding manager shares good news with the entire staff.

Needless to say, my wife and I had a wonderful time.

Will Limkemann
Limkemann Business Advisors
440-871-0976
www.neobizadvisor.com