Sometimes an organization empowers their people to go way above and beyond for their customers. We hear about these examples but rarely experience them ourselves.
I’m happy to report I was the recipient of such largess.
Staying again at Singapore’s Royal Plaza on Scotts, I knew their staff was spectacular. After all, this hotel had won awards in the hospitality industry. But I was amazed at this example of stellar service.
I’d recently lost 30 lbs and had taken in the skirts I had brought to present in. But I’d lost a few more pounds and I was fussing to keep the skirts tucked into my belt during my presentations. I had 3 more weeks of presentations and knew I’d feel better if I could have a tailor take them in.
I asked the concierge if I could pay the hotel seamstress to do this task so I wouldn’t have to search for a tailor. He said he’d call her and ask. Within minutes he called to say she’d be right up to my room.
I tried on the 3 skirts and she pinned them. Within an hour they were back in my room and fit perfectly.
This was impressive enough. But when I asked how much I owed her, she said nothing! There was no charge for this amazing service!
I don’t know if this is standard, but whether it is or not, I was blown away.
What can your staff do to blow away your customers?