Chanaka Demel was working the front desk at the Holiday Inn Select hotel at the Toronto Airport when two men came in to register late one evening. As he was checking them in, the guests communicated their anger over the fact that the airline had lost their luggage. Both men were scheduled for important interviews beginning early the next morning and did not have the proper clothes. Realizing both guests were about his size, Chanaka signaled to another clerk to fill in for him and went home to secure two business suits, complete with shirts and all the appropriate accessories for the guests. They returned to the hotel late the next afternoon after completing a successful day of interviews in Chanaka’s clothes. “He’s a miracle worker,” the men told the general manager. “We plan to tell everyone to stay at this hotel in the future.”
Customers love service miracles—those unexpected take their breath away experiences. Miracles are supposed to be rare…not standard fare. Miracles are supposed to reek of exception…not something you would now assume to be an expectation. Miracles work when they fit…appropriate to the setting, situation, service provider and customers. And, miracles are supposed to be unveiled with a sense of generosity, not with an expectation of reciprocity. What can you do to treat your customers to an occasional service miracle?