Here’s a roundup of great moments in hotel customer service. These everyday examples demonstrate how doing a little something extra for your guests can make a big difference – especially in the age of social media. This one, in particular, stands out:
Mommy-blogger Christina McMenemy of A Mommy Story stayed at the Gaylord Opryland in Nashville, the host hotel for a blogging conference. As an attendee of this conference for the last three years, she had fallen in love with the hotel’s alarm clock radio, which doubled as a sound machine, and she’d been looking to purchase one, but couldn’t find the exact one. She turned to Twitter for help:
When she got back to her room that night, she discovered a second alarm clock radio sound machine on her nightstand with a handwritten card next to it. The card read:
Thank you for following us on Twitter. We hope you enjoy these spa sounds at home. If you need anything, please let us know.
Sincerely, Elizabeth, Nick & Tori.
The staff at Gaylord Opryland took the opportunity to go out of their way to make this guest happy, and she was thrilled to share her “amazing experience” here.
Be mindful of ways you can go above and beyond for your guests, and they’ll be glad to share their story, as well.
Feel free to share any stories you have about going the extra mile for your customers, or if you have been on the receiving end of truly exceptional customer service, tell us about it in the comments.