Customer Justice presents a story shared by author and speaker Shep Hyken!
Legends Are Made From Stories Like This
Not long ago my wife and I stayed at a nice hotel in Boston. After we checked out and were at the airport waiting for our plane, she realized she had left her book on the nightstand of our room. We called the hotel and they found it. Then they asked for my credit card information to pay $16.00 for shipping the book to our home. I asked why so much. They said that is what it costs to overnight it. I asked them just to put it in the regular US mail for a few bucks. They said they couldn’t do it. (Couldn’t or wouldn’t?) At that point, it was easier and cheaper to buy a new book. I left a message for the manager to call, yet never heard back from him.
Contrast that story with the San Francisco Mandarin Hotel who misplaced a guest’s luggage. It would have been easy for them to overnight the luggage, at their own expense of course, but instead they flew a bellhop to Los Angeles to personally deliver the lost bag.
Wow! Their feeling is that when you charge a high rate for an excellent experience, the cost of a plane ticket is a small price to pay for guest loyalty.
The Boston hotel we stayed at hasn’t figured this out. We had a good experience at their hotel that was spoiled over a couple of bucks for postage. They are willing to give me a cookie upon arrival, amenities that I may have forgotten (like tooth paste, shaving cream, etc.) and free coffee in the morning, but they won’t spend a couple of bucks to return an item that was left behind by a guest. Short sited? I’ll say.
People love stories. They’ll buy, or won’t buy, because of the story. Do you have any stories you’ve created that are on the level of the Mandarin Hotel? Legendary service sells!
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).
Shep Hyken, CSP
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
shep@hyken.com
www.hyken.com
www.TheCustomerFocus.com
(314) 692-2200
Author of Moments of Magic
and The Loyal Customer
Shep Hyken works with companies who want
to build loyal relationships with their customers
and employees.
16 comments:
Which was the other hotel?
I sure would like to know the hotel's name. That way we could all avoid it.
Good way of explaining, and pleasant article to get data on the topic of my presentation focus,
which i am going to deliver in university.
Feel free to visit my website: e-cigaretter
Hello there, I discovered your site by means of Google even as searching
for a related subject, your website came up, it looks
good. I've bookmarked it in my google bookmarks.
Hi there, just turned into alert to your weblog thru Google, and located that it's really informative.
I am going to be careful for brussels. I'll appreciate in case you continue this in future. Lots of folks will probably be benefited from your writing. Cheers!
my blog e-cigaretter
I am extremely inspired together with your writing abilities and
also with the layout to your weblog. Is that this a paid subject or did you customize it yourself?
Anyway keep up the excellent quality writing, it's rare to peer a nice blog like this one these days..
My homepage :: e-cigaret
Hi there friends, how is everything, and what you desire to say about
this piece of writing, in my view its really amazing designed for me.
Also visit my homepage: http://journ.chuvsu.ru/
I couldn't refrain from commenting. Exceptionally well written!
Also visit my site - tobacco e-liquid
Thanks for sharing your thoughts. I really appreciate your efforts and I will be
waiting for your further write ups thanks once again.
My homepage: e juice
Hello There. I found your blog using msn. This is an extremely well
written article. I will make sure to bookmark it and return to read more of your useful info.
Thanks for the post. I'll definitely comeback.
Look into my web page: vaping ecigs
I'm amazed, I have to admit. Rarely do I come across a blog that's both educative and amusing,
and without a doubt, you have hit the nail on the head.
The problem is an issue that not enough folks are speaking intelligently about.
Now i'm very happy I came across this in my hunt for something concerning this.
Visit my site :: ecig
Thanks very interesting blog!
my web site :: http://www.hr-pedia.ru/index.php?title=Участник:ViolaVala
First off I want to say superb blog! I had a quick question in
which I'd like to ask if you don't mind. I was curious to
find out how you center yourself and clear your head prior to writing.
I've had a hard time clearing my thoughts in getting my ideas out there. I do enjoy writing but it just seems like the first 10 to 15 minutes are usually lost just trying to figure out how to begin. Any recommendations or tips? Many thanks!
Also visit my weblog - smoke stop
Hi there, I discovered your website by way of Google at the same time as searching for a similar matter, your website came
up, it looks great. I've bookmarked it in my google bookmarks.
Hi there, just become aware of your blog through Google, and located that it is really informative. I am gonna be careful for brussels. I'll be grateful in case you continue this in future.
A lot of other folks will likely be benefited out of your writing.
Cheers!
my web page ... real homemade sex
My developer is trying to persuade me to move to .
net from PHP. I have always disliked the idea because of the expenses.
But he's tryiong none the less. I've been using Movable-type on a variety of websites for about a year and
am worried about switching to another platform. I have heard good things about blogengine.
net. Is there a way I can transfer all my wordpress content
into it? Any kind of help would be really appreciated!
my web site: ecigaret
I'm now not positive where you are getting your info, but great topic. I needs to spend some time studying more or figuring out more. Thanks for fantastic info I was in search of this information for my mission.
Feel free to surf to my web-site :: e-cigarette - -
smokeless cigarettes, smokeless cigarette, electronic cigarette starter kit, e cig, best electronic cigarettes, e cig forum
Post a Comment