Here is a great story that came back to me during a recent conversation about customer service.
My ability to recall it is even more remarkable because it happened over 10 years ago.
A hotel in San Francisco, in winter.
I booked in early and left my bag in the lobby. Unfortunately it was mistakenly loaded into a car with another departing guests baggage. The other guest drove 300 miles before realising the mistake, he called the hotel.
The hotel called me (at work) and sent someone to my office to discuss what to do next. They took my details and checked out my fashion sense (none), went shopping, delivered a case with enough kit for 2 days and then sent a courier to collect the original case.
I continued my stay unaffected by this possible calamity.
That was not the end of the story. At the end of my stay they insisted on a complimentary car to the airport and there were further apologies from various staff who were all unconnected, but familiar with the story.
I have a habit of calling these events Heroic Rescues. They stay with one for a long time as a good experience, not a bad one.
So if any of you need a recommendation for a great hotel in San Francisco please let me know.
About the Author: Adam Blackie is a professional Interim Manager who leads service delivery teams through their change programmes. He works with CEO’s and their Boards in the UK to change the way technology is used by staff and their customers.