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Success Newsletters

Vol. 13, Number 3 July August 2014

In this Edition

1.  The WOW Factor
2.  Monthly Inspirational Quote
Recommended Reading

The WOW Factor

We live in a world where ordinary is the norm in most cases, where customer service is average at best. Thankfully there are exceptions, and I would like to share one WOW experience I had recently. These things are not scripted or in any manual. They are done by people who go beyond the extra mile, who are caring, who want to look after the best interests of the customer. They are exceptional employees and team members.

I checked in the very impressive Marriot Harbor Beach and Resort in June to speak for a client. When I checked in my ocean view room I was not feeling very well. I was feeling the first signs of a bad cold and flu coming on with the shivers even though it was a very hot day; not the best signs for a speaker about to have to be “on” for the next two days.

I called down to the reception and asked Drew, who answered the phone, if I could have an extra blanket sent up as I felt a bad cold/flu coming on. Within 5 minutes, I received my blanket and proceeded to go to sleep. A few minutes later, there was another knock at my hotel room door. When I opened it there was a staff member with a tray. As I was telling the waiter that the tray was not for me, I was informed the tray was indeed for me. I could see fresh flowers and fruit and a big bowl of steaming hot chicken noodle soup!!!!! This is a WOW! There was more, a handwritten note from Drew hoping this would make me feel a little better and if there was anything else she or the hotel could do, please do not hesitate to contact us.

This level of service, and going above and beyond, is what we should all be striving for. This is not in the manual, it comes from the heart. It also proves anybody can be a leader no matter what their title says.  

As I tell this story to family, friends and people who follow me on twitter, etc., many indicate that the next time they are in the Ft Lauderdale area they will certainly be looking at the Marriot Harbor Beach and Resort as a potential hotel. This is the incredible, unintentional value of exceptional customer service.

Today companies spend too much money saying what they are going to do for the consumer instead of actually investing that money into training their employees and team to do it. Customer service is the new marketing in my opinion!!!

What is the one thing you are going to do today for your customers or clients to deliver that WOW exceptional service?

______________________________________________________________________ Monthly Inspirational Quote

“Listen and silent are spelled with the same letters”


Recommended Reading

Trusted: A Leaders’ Lesson    By Lea Brovedani

Let me tell you, this is a great read. I could not put the book down. It is a story, but with so many life lessons on trust, honesty, integrity, leadership, coming back from being down, and about relationships. It is a compelling read, skillful writing. Excellent and highly recommended.

Date Added: September 14, 2014 | Comments (0) | Filed under: Newsletters

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