How to Win a Client for Life- Marriott Inspired Customer Service Story

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I am always the first one to give credit for great customer service, but the reason I must publicly acknowledge Marriott is because of my recent interaction with them this morning.

The story:

I call Marriott for a routine hotel booking this morning. The lady who answered my phone was INCREDIBLE! From the moment we started talking she made things simple and tailored for my situation. What stands out most to me in the interaction was that she had to deal with a problem during our interaction, but executed with perfection.

Without skipping a beat this flawless employee said “We are fully committed this night, so let’s explore some other options for you.” THAT’S RIGHT! Not: “We’re booked, sorry.” She asked all the right questions, she was personable and had an abundant amount of energy- she made my day.

I was so enchanted with her resilience I didn’t even care that we were moving on to other options. I gladly took her recommendation for a different hotel under the Marriott brand and will be staying there this week. I am emotionally attached to a brand, and that is power. How can we replicate this situation in our everyday lives?

So let’s explore the power this conversation had:

  • I hosted a conference call today where I discussed the impact of great customer service to 40 leaders
  • Many of those 40 people will share this with their friends, family, coworkers and so on…
  • I’m posting this article which will reach on average 70k people in one way or the other
  • Marriott keeps me as a loyal customer for life and even got a booking for another night

You might think this situation was routine, but you are absolutely wrong. Think about how many times hotels have to tell clients that they are booked, or that they can’t accommodate a specific need. The power that confidence, communication, and care provides us is beyond what we recognize. All the training in the World will not keep a disgruntled employee from providing awful customer service.

First of all, thank you Marriott for a wonderful experience. I think it is important to recognize passionate employees, and even more important to replicate their efforts within our own teams. Believe in the power of one, and develop daily!

Michael Dooley

leaderdevelopmentblog.com
T-https://twitter.com/MdooleyBlog
F-https://www.facebook.com/leaderdevelopmentblog
 
Question: what stood out to you as great service? What do you think is most important?
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