Customer Service - On A 1-10 Scale It Was 12.5

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


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


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


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




Jim Meisenheimer publishes the Start Selling More Newsletter. The focus is on common sense sales tips and selling strategies based on practical ideas that get you immediate results. You can get more information and sign-up for my FREE Newsletter at

Discover the 12 Best Sales Questions To Ask Customers. When you ask these sales questions, you won't be se...

Go Deeper | Website

Want More?

New Graphic
Subscriber Counter