On my recent holiday to Chile and Argentina I will never forget the incredible service we received from everyone at the Hotel in Portillo ski resort. On day 5 out of our 7 day stay, my husband got really sick. The hotel doctor assumed he had altitude sickness and gave him an injection to appease the raging headache and a pill for altitude sickness. At 10.30 that night the hotel manager and the doctor came to see us in the dining room to ensure my husband’s headache had gone. It had not gone, so they insisted we pack our bags immediately and get down to Santiago emergency hospital. They helped us pack in a hurry, organised a taxi free of charge to take us the 2.5 hour trip to Santiago, arranged the hospital and here was the shock – they gave us a refund for 2 nights accommodation and food in US$ cash. I was amazed. I thought I would have to get that back from insurance.
It was the right decision to leave as the hospital discovered my husband was dangerously low on salt and put him on a drip for 2 days after which he was fine and we could resume our trip. This hotel really put our needs before their own gain. That kind of service never gets forgotten and people like me tell the world about it.
Wow, what a way to make a customer feel special. I have just been on my DREAM ski holiday to Heavenly Valley, Lake Tahoe, USA, where I truly experienced “heaven” – powder snow, sunshine and gorgeous views.
Maybe part of the success of the holiday was due to the fact that every time I walked into the hotel, Aston Lakeland Village Inn, a gentleman called Scott raced out with flair from behind reception to grab my skis off me, put them away and then he offered to help me take off those heavy ski boots. Wow, now that was service! Not only that, every time I went in and out past reception, he had something to chat about and engage me. When I think about it, he really made me feel at home in this accommodation. Nothing was too much trouble. What he did was not his brief. He just did it for love of his job. His reception would be the reason I would go back to that hotel again and again. He made me feel valued, he made me feel special and I will never forget that.
SO, WHAT ARE YOU DOING TO MAKE SURE YOUR CLIENTS FEEL VALUED AND SPECIAL? IT WILL MAKE ALL THE DIFFERENCE TO WHETHER THEY COME BACK TO YOU FOR REPEAT BUSINESS OR NOT. PLEASE MAKE YOUR INTERACTIONS WITH THEM MEMORABLE IN A GOOD WAY LIKE SCOTT.
United Airlines, however, did everything but make me feel special.