Customer Service - On A 1-10 Scale It Was 12.5
Customer Service - On A 1-10 Scale It Was 12.5
The purpose of this trip was to meet with my mastermind group - Master
Speakers International. We've been meeting four times a year for the last 10
years.
The city was great and the hotel was good but it didn't rate a 12.5 score.
Let me explain:
Pedro - he gets the 12.5!
He was the doorman. An extraordinary doorman. I couldn't help but notice all
the little and positive things he did with his customers. He gave new meaning
to the words customer service.
From the neck down he had a body like Woody Allen - maybe even smaller.
From the neck up he reminded me of Billy Crystal.
He was animated, energetic, and funny in a subtle way.
Last Wednesday, as Bernadette and I were going to dinner, a taxi pulled up
and a 50 something guest greeted Pedro with, "Pedro, I'm back and it's so
good to see you again. I have a gift for you."
Pedro made you feel special when he was waving at you - as you are entering
or leaving the hotel. It wasn't like a royal wave with a stiff outstretched palm
with a rotating cupped hand.
No, when he waved his little fingers were fluttering like he was simultaneously
playing the piano and conducting a symphony.
He greeted everyone like a long lost friend.
I asked him, "Pedro, what makes you so special to all of the guests at the hotel
- everybody likes you so much?"
He responded with a great deal of humility. "I'm just a doorman," he said.
In a low-key way, which is hard for me to do, I repeated the question.
He said, "I just want everybody to be happy and have fun when they're here at
the Westin Hotel."
He was always smiling.
He always had a bounce to his step.
His eye contact was strong and focused on his guests.
He is a small man with a large presence.
His impact is powerful and memorable.
His job description probably says - doorman.
Even Pedro thinks he's just a doorman.
Pedro is not really a doorman, he's an Ambassador, for the Westin Hotel. In
my book he rates a 12.5 on a 1-10 scale. He should be Director Of Customer
Service.
I'm sending a copy of this to the CEO of the Westin hotels, and if he has any
sense he will give Pedro some recognition for his obviously outstanding job
performance.
I also recommend a big peso bonus for the hotel's premier Ambassador.
What are you doing to become the Ambassador role model for your
company?
Customer Service On A 110 Scale It Was 125 - To learn more about this author, visit Jim Meisenheimer's Website.
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Just getting back from seven days at the Westin Hotel in Puerto Vallarta.
The purpose of this trip was to meet with my mastermind group - Master
Speakers International. We've been meeting four times a year for the last 10
years.
The city was great and the hotel was good but it didn't rate a 12.5 score.
Let me explain:
Pedro - he gets the 12.5!
He was the doorman. An extraordinary doorman. I couldn't help but notice all
the little and positive things he did with his customers. He gave new meaning
to the words customer service.
From the neck down he had a body like Woody Allen - maybe even smaller.
From the neck up he reminded me of Billy Crystal.
He was animated, energetic, and funny in a subtle way.
Last Wednesday, as Bernadette and I were going to dinner, a taxi pulled up
and a 50 something guest greeted Pedro with, "Pedro, I'm back and it's so
good to see you again. I have a gift for you."
Pedro made you feel special when he was waving at you - as you are entering
or leaving the hotel. It wasn't like a royal wave with a stiff outstretched palm
with a rotating cupped hand.
No, when he waved his little fingers were fluttering like he was simultaneously
playing the piano and conducting a symphony.
He greeted everyone like a long lost friend.
I asked him, "Pedro, what makes you so special to all of the guests at the hotel
- everybody likes you so much?"
He responded with a great deal of humility. "I'm just a doorman," he said.
In a low-key way, which is hard for me to do, I repeated the question.
He said, "I just want everybody to be happy and have fun when they're here at
the Westin Hotel."
He was always smiling.
He always had a bounce to his step.
His eye contact was strong and focused on his guests.
He is a small man with a large presence.
His impact is powerful and memorable.
His job description probably says - doorman.
Even Pedro thinks he's just a doorman.
Pedro is not really a doorman, he's an Ambassador, for the Westin Hotel. In
my book he rates a 12.5 on a 1-10 scale. He should be Director Of Customer
Service.
I'm sending a copy of this to the CEO of the Westin hotels, and if he has any
sense he will give Pedro some recognition for his obviously outstanding job
performance.
I also recommend a big peso bonus for the hotel's premier Ambassador.
What are you doing to become the Ambassador role model for your
company?
Customer Service On A 110 Scale It Was 125 - To learn more about this author, visit Jim Meisenheimer's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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