Tom Feltenstein

Awesome hospitality is an experience that is random, unexpected, and out of proportion to the circumstances.

It creates positive & compelling word-of-mouth endorsements.  As a result, when your employees deliver exceptional customer service you’ll entice droves of new customers who are eager to experience extraordinary hospitality for themselves.

A friend of mine tells a story about his experience while shopping at a Nordstrom store in Seattle. He was about to try on a shirt, when he received an urgent call from his wife about a plumbing emergency at home.  He quickly purchased the shirt, confident that the size he had chosen would fit, and hurried home to attend to the plumbing problem.

Much to his chagrin, my friend discovered that the shirt he’d selected was too small.  He described the shirt to the clerk who answered the phone and asked if they had an XL in stock.

“Yes, I do Mr. Levin.  If you’d like, I can bring it by the office.”

Lo and behold, the clerk brought the shirt to the office, and it was a perfect fit!

My friend never tires of telling the story of his world-class customer service experience at Nordstrom.

Share Your Awesome Hospitality Stories and Your Customer Service Nightmares

Do you have an awesome hospitality story to share?  Did an employee of yours go beyond the call of duty to dazzle one of your customers?  Have you received out-of-this-world customer service that you’ve described to your friends repeatedly?  How about an horrific experience that turned your store visit into a nightmare.

Tell us your story – the good or the bad – and we’ll send you a gift (a surprise that I promise you’ll enjoy).