Customer Service

My wife and I are settled in for a week in Minneapolis – she for a conference and I for R&R. I wasn’t sure if I would do any blogs this week, but something wonderful happened last night that I just feel compelled to write about.

It illustrates the power of customer service.

We checked into the Hilton late yesterday, having made reservations including a request for a king size bed. Upon entering our room we discovered two regular beds. I returned to the reservations agent who nicely informed me that there were no rooms available with king size beds.

I then nicely played my “45th wedding anniversary” card! (Our anniversary was yesterday – the day of check in). The agent, Amelia, chatted with me for a minute and disappeared into the office for a few minutes. She reappeared and said she had found a room to my liking on the club floor and gave us a free upgrade – but that we would have to wait in the club lounge for 30 minutes until the room was made up. Amelia also suggested several places for dinner.

Gladly did I accept the upgrade.

We had no longer settled in the room than chocolate strawberries and a bottle of Champagne were delivered courtesy of the front desk.

Amelia is not alone in her desire to please. Every staff member I have encountered has been extremely pleasant and helpful. What a delightful experience, and how different from the “attitude” I have received from the help in many hotels.

Excellent service does not happen by accident. For this type of service there is always a commitment from the top. People are recruited and hired for their pleasant demeanor. They are well trained. They are empowered to make decisions that benefit both the customer and the employer.

Anyone visiting Minneapolis should consider staying in the downtown Hilton.

Does your company hire the right people and train them to excel in customer service?

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