Great Service Susan Style!

We were working with a client in San Jose, CA and staying at one of our favorite Marriott hotels. When we entered the hotel restaurant for breakfast the manager on duty remembered us (we had not been there in 6 months) and said you guys are here for breakfast with Susan (our favorite server) right? We were very impressed that he remembered us and responded absolutely! As he escorted us to our table Susan came into view and we were warmly welcomed back with a big smile, a loud hello and of course (since we are from the south) a big hug.

We knew we were in for a great service experience with Susan keeping an eye on us but what happened next made our breakfast even more memorable! Susan stated that we probably didn’t need the menu since she knew what each of us ordered and we did want tabasco with the tomato juice as usual didn’t we? “Absolutely” we responded “this is awesome”! Remember we had not been there in 6 months.

What made this experience special was more than the fact that Susan and her manager remembered us and our order. What made this experience super special was the joyful spirit they both displayed in serving us and in the pride they took in knowing their customers. You better believe we talked about our special service experience in our client meetings that morning.

Is your staff committed to remembering your customers and to making every experience a super special one?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Delight, Customer Devotion, Customer Experience, Great Service is ..., Service Magic, Uncategorized and tagged . Bookmark the permalink.

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