The Magic of World Class Service

September 13, 2007

“It’s all in the details” is such a true statement, especially when it comes to events.

And one of the most important details, when it comes to customer service, the deal maker or breaker, is a great attitude. And let me just say, the staff at the hotel for the event I’m helping run this week have really turned on the magic of great customer service. So, I thought now would be a great time to share are a few ideas on how to really wow your customers or clients ala our fabulous experience so far:

1) VIP treatment. Not only are the other three event staff members and I privy to free Starbuck’s at a moment’s notice this week, we’ve been pinned – literally, with gold lapel pins – the mark of the really important people this week. Even though our event is only for about 150 people. But it’s great – for us and for the hotel staff – because it keeps us from complaining even though we are schlepping boxes up and down elevators and throughout a hotel all day and will be running around like chickens with our heads cut off tomorrow. The little things count. Give your clients and customers VIP treatment, and you’ll create customers for life and set yourself apart from the competition.

2) Time. I can’t even begin to tell you how much the gift of time means on a day like today. Rooms that were promised to us by 6 a.m. tomorrow were ready at noon today. A whole 18 hours before contracted, before we’re even paying for them. That means basically everything I needed to do tomorrow is essentially done today. Now instead of a 5:30 wake up call, I can actually sleep tonight. Which goes right back around to them, because I won’t have any excuse for being cranky at them tomorrow. The one thing everyone wants more of is time. Make your products, services, call systems, websites, paperwork – everything – more time-friendly, and your clients and customers will sing your praises.

3) The extra mile. My AV guys stayed long past their regular hours to help me fix a bug (that we had created, no less) on a presenter’s PowerPoint, for one. When I accidentally spilled my first free venti latte all over myself first thing this morning, I barely had to blink and the mess had been cleaned up around me. And a new latte arrived shortly thereafter. An unexpected free lunch was catered to our storage room while we unpacked boxes. The extra mile not just once, but repeatedly and not just from one person, is the sign of a world class organizational culture. One that won’t be quickly forgotten, by me, anyway.

It may sound simple, but in a self-serve, super-center world, excellent customer service is hard to come by. And it makes a difference, not just for clients and customers, but for employees and companies, too. Everyone here seems to like each other. Things seem to work smoothly. It’s like our little four person event staff is just a new member of their team, working to get this event done. It’s not them helping us. It’s all of us working together to pull this off. And that’s really a magical thing to experience.


4 Responses to “The Magic of World Class Service”

  1. Events are the glue, the container that makes it possible for people to have a conversation. Attention to detail is very important and in your case, when the hotel staff is so available it shows they understand “service” and “team”.

  2. Tiffany,

    What a fantastic experience! What and where is the name of this amazing hotel? I think I want to host an event there.

    I believe that (most) hotels and restaurants “get it” that they are not in the hospitality business, but in the word of mouth business. What they do (or don’t do) creates conversation. People love to talk about terrific service, and will tell friends and colleagues.

    No matter the business you’re in, we can all learn from hotels and restaurants. It’s not what the customer spends today, it’s how many that one customer influences to spend in the future.


    Michael E. Rubin
    Call me — 312-787-7249 x212
    Tell a friend — fight destructive spin! http:///
    See what I’m up to —
    See a picture of an orangutan —

  3. Tiffany Says:

    It was at the Doubletree in downtown Nashville. I agree, everyone can learn from the service and hospitality industry. I worked as a server for a while during college, and it taught me so much about how to handle myself in any situation!

    I think that there’s such an attitude of do-it-yourselfism these days that customer service isn’t treated like a necessity, but a commodity. So when it’s great, I talk about it.

  4. Thanks, Tiffany! I appreciate the info and the terrific write-up.

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