But why do these types of customer service stories prompt such a reaction?
Is it because customer service is often so sterile or so bad that we are impressed with even the most basic act of service if it pulls on our heart strings? Do we secretly hope that such stories demonstrate that people are decent and just?
The reactions to heartwarming customer service stories are as fascinating as the stories themselves.
This is a personal experience of mine.
We traveled to Asheville, NC one year to celebrate my wife’s birthday. When booking our room at the Hotel Indigo, we briefly mentioned the birthday to the reservation agent, hoping to get a room with a view, but we didn’t make a big deal about it.
That conversation was a month before we booked the trip.
When we arrived that July 4th weekend, we were a few hours ahead of the 3:00 check-in. After killing time downtown and waiting patiently in the lobby, I approached the reservation desk to check the status of the room.
The front desk representative leaned over and whispered, “We are still getting your room ready. I gave you an awesome mountain view on the 9th floor, but the concierge is still out buying stuff to prepare the room for your wife’s birthday.”
I was shocked! The staff not only documented her birthday when we mentioned it in passing a month before but checked the notes prior to check-in and went out of their way to create an incredible surprise.
I kept my wife occupied in the lobby while we waited, and when we finally arrived in the room, this is what we saw:
My wife was touched by the gesture, which unfortunately I had to admit had been the hotel’s doing not mine. This was a special weekend away for a milestone birthday, and the staff at the Hotel Indigo made our first experience an absolutely amazing one and made the birthday one my wife will always remember.
With simple systems, some awareness, and a desire to make an effort for their customers, the team at the Hotel Indigo started off a celebratory weekend in an amazing way!
READ ALSO: Cutting Cost on Wedding Events with SMS
Credit: customersthatstick.com
We traveled to Asheville, NC one year to celebrate my wife’s birthday. When booking our room at the Hotel Indigo, we briefly mentioned the birthday to the reservation agent, hoping to get a room with a view, but we didn’t make a big deal about it.
That conversation was a month before we booked the trip.
When we arrived that July 4th weekend, we were a few hours ahead of the 3:00 check-in. After killing time downtown and waiting patiently in the lobby, I approached the reservation desk to check the status of the room.
The front desk representative leaned over and whispered, “We are still getting your room ready. I gave you an awesome mountain view on the 9th floor, but the concierge is still out buying stuff to prepare the room for your wife’s birthday.”
I was shocked! The staff not only documented her birthday when we mentioned it in passing a month before but checked the notes prior to check-in and went out of their way to create an incredible surprise.
I kept my wife occupied in the lobby while we waited, and when we finally arrived in the room, this is what we saw:
My wife was touched by the gesture, which unfortunately I had to admit had been the hotel’s doing not mine. This was a special weekend away for a milestone birthday, and the staff at the Hotel Indigo made our first experience an absolutely amazing one and made the birthday one my wife will always remember.
With simple systems, some awareness, and a desire to make an effort for their customers, the team at the Hotel Indigo started off a celebratory weekend in an amazing way!
READ ALSO: Cutting Cost on Wedding Events with SMS
Is
there a difference between customer service and kindness? This story
about a McDonald’s employee in Chicago asks that very question.
This story was shared by Destiny Carreno, who observed the interaction while in the restaurant.
She watched as a elderly man in a wheelchair approach a cashier.
The article asks if this is customer service or kindness?
It’s both.
Photo Credit: Destiny Carreno
She watched as a elderly man in a wheelchair approach a cashier.
“The man politely tried to ask the
cashier something and it took him a few tries before either of us could
understand he was saying “Help me please”. Neither of us knew what help
he needed, and the cashier suggested a few things before he figured out
the gentleman needed help cutting and eating his meal.
To be honest, I thought the cashier
wasn’t going to help, especially during rush hour in downtown Chicago,
but to my shock, he shut down his register and disappeared from view….
Not to get away from helping him, but
to wash his hands and put gloves on! … The cashier came out from the
kitchen, sat down, and began cutting the man’s meal and helped him eat.
At that point, the tears started to
gather in my eyes. My heart was so appreciative for what he did. I
couldn’t contain my emotions in the crowded restaurant.
This employee, who put everything on
hold for this man, went above and beyond his responsibilities (sic) to
help this handicapped customer out. That was the kindest and most humble
thing I had ever seen.”
Customer service does involve kindness — making a simple gesture,
sharing a kind word, or simply taking that extra step to improve another
person’s day.The article asks if this is customer service or kindness?
It’s both.
Credit: customersthatstick.com
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