The Power of Awesome Hospitality

Thursday, February 25th, 2010

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).

http://fawcetthospital.com/ Michele Ritter

Tom – I'm the Director of Marketing at a SWFL hospital. Our typical patient is very "mature," if you know what I mean…
Recently, a patient's wife contacted Gene, one of our Food & Nutrition Services employees, in a panic because she was certain that her husband (our patient) left his hearing aid on his meal tray that had recently been removed from the patient room. If you've ever priced hearing aids, you will understand her panic – which Gene immediately perceived. He proceeded to sift through all the refuse containers in the kitchen…twice! He searched through all sorts of yuck with no results. He returned to the patient's room to apologetically reported his lack of results. They were so appreciative of his efforts, and word spread through the hospital floor among the nursing staff about this great thing Gene had done.

The next day, the patient's wife tracked Gene down to let him know that they found the hearing aid – on the floor next to the bedside table.

Gene not only went above & beyond for that patient & his wife to exceed their expectations, but he also impressed his co-workers…and hopefully inspired them to provide the same level of heroic service for our patients.

Thanks for setting up this survey – I hope others post their stories. I am always looking for great stories and ideas to take back to the hospital!
http://fawcetthospital.com Michele Ritter

Tom – I'm the Director of Marketing at a SWFL hospital. Our typical patient is very "mature," if you know what I mean…
Recently, a patient's wife contacted Gene, one of our Food & Nutrition Services employees, in a panic because she was certain that her husband (our patient) left his hearing aid on his meal tray that had recently been removed from the patient room. If you've ever priced hearing aids, you will understand her panic – which Gene immediately perceived. He proceeded to sift through all the refuse containers in the kitchen…twice! He searched through all sorts of yuck with no results. He returned to the patient's room to apologetically reported his lack of results. They were so appreciative of his efforts, and word spread through the hospital floor among the nursing staff about this great thing Gene had done.

The next day, the patient's wife tracked Gene down to let him know that they found the hearing aid – on the floor next to the bedside table.

Gene not only went above & beyond for that patient & his wife to exceed their expectations, but he also impressed his co-workers…and hopefully inspired them to provide the same level of heroic service for our patients.

Thanks for setting up this survey – I hope others post their stories. I am always looking for great stories and ideas to take back to the hospital!
http://www.tenlist.com/kitchen-remodeling/atlanta-GA/ Shea Pel

I’m happy! You seem very knowledgable about this topic and it shows. Looking forward to future posts. Cheers!
http://www.tenlist.com/kitchen-remodeling/atlanta-GA/ Shea Pel

I’m happy! You seem very knowledgable about this topic and it shows. Looking forward to future posts. Cheers!
http://ubuntumaverickmeerkat.com/ Ubuntu Maverick Meerkat

Thanks soooooooooooooooooo much for the article, This was exactly the thing I needed this morning!
http://ubuntumaverickmeerkat.com Ubuntu Maverick Meerkat

Thanks soooooooooooooooooo much for the article, This was exactly the thing I needed this morning!

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Tom Feltenstein

Keynote Speaker-Marketing Visionary-Motivational Trainer-Best Selling Author