Have you ever wondered if it´s worth all the trouble to train your employees in delivering legendary customer service? On my business trip to El Paso, TX last week, I experienced exceptional customer service from every employee I came into contact with at Chase Suite Hotels By Woodfin. They are an extended stay hotel similar to Marriot´s Residence Inn. When I checked in, the staff person gave me a smile and a warm greeting. That´s not out of the ordinary; most front desk staff are friendly and efficient. (That’s one.)
I entered my room and found it immaculate, but then that was my expectation also. But I didn´t have a network cable to access the hotel´s high speed Internet so I walked back to the front desk to see if they had one. A different clerk immediately handed me one; again with a smile. (That’s two.)
The following morning, I walked over to the lobby to take advantage of the free continental breakfast. Several of their staff cordially greeted me and asked if I needed any assistance. (That’s three, four, five.) They seemed to be genially interested in my well being, not just forcing a smile because they´d been told to.
It´s obvious that the management of the hotel holds their staff accountable for the way they interact with their customers. This includes the maids as well, since I had a brief conversation with one who answered me with good eye contact and a smile. (While I don´t know that employees are held accountable, I´d be willing to bet they are. Accountability is to customer service what follow-through is to swinging a baseball bat.)
Let´s recap: They hire people who interact well with customers. Then they provide them with training (they must have trained them; their actions and reactions seemed to be almost instinctive).
Hiring the right people, training them, then holding them accountable is worth it. Not only will I return on my next trip, I´m making it a point to tell others about them (and now I´ve told you).
Great customer service and they’re located next to Dominic´s Italian Restaurant! What a combination.
"Enthusiasm is a vital element toward the individual success of every man or woman."