I was at the BNI® U.S. National Conference in Nashville, Tennessee last week and every day, room service would come up and deliver my meals (often, right as a meeting in my suite was wrapping up). Leslie (pictured below) was the employee who most often made the deliveries during the last part of my stay. On one of these days, I had a group of ten BNI Directors in my suite. They were kind enough to give me a Givers Gain® plaque (pictured at right) made by one of their local members.
We started to gather around to get a photo and Leslie said, “Would you like me to take the picture?” Now that’s not a big surprise, employees at hotels and restaurants have become accustomed to taking photos of the many people going through their venues. But here was the unusual part; she then said to everyone – “Okay, everybody give me all your cameras–I’ll take a photo with each of them.” She then dutifully accepted each camera and phone and, one by one, took many photographs making sure that everyone got their own picture.
While I was watching all of this, it struck me that she not only didn’t act “put-out” by having one camera after another given to her – she happily took each picture patiently and professionally, and smiled and chatted while she took each and every photo as though she were taking photos of her own family. I couldn’t help but think that there was some supervisor downstairs wondering what was taking her so long. The truth is, she was giving the guests at her hotel a very nice experience.
It made me start to think about each trip that Leslie made to the room. She was courteous, friendly, helpful, and attentive. I was so wrapped up in “the business of a running a conference” that I didn’t really notice just how good she really was until things started winding down for me.
So, for the record – to Leslie’s supervisor at the Omni Hotel in Nashville: Please know that Leslie was working diligently at creating a great guest experience. So much so, that I told the hotel manager that Leslie should be teaching customer service training – she’s that good. Thank you, Leslie – your stellar service was well noted (it may have taken me a few days – but I noticed).
If you’ve had a terrific customer service experience in the past, I’d love for you to share it in the comment forum below because I’m very interested in hearing about it–I’m particularly interested in your thoughts on what it was specifically that made your experience great.
P.S.–Many of you know that I radically altered my diet and, because of that, my wife Beth and I work closely with the hotel chefs when we travel. Well, Chef Harker from the Omni was also incredible (much like Leslie)–he’s one of the best chefs I’ve ever had the pleasure of working with during my travels. Thank you, Chef Harker!