Comments on: Welcome home, indeed.

By: links for 2008-07-19 | Daan Jansonius

links for 2008-07-19 | Daan Jansonius — Sat, 19 Jul 2008 16:34:38 +0000

[...] Brains On Fire Blog » Blog Archive » Welcome home, indeed. (tags: wom customerservice) [...]

By: Katie Konrath

Katie Konrath — Sat, 19 Jul 2008 01:43:24 +0000

Wow, a hotel treating guests like they actually are glad to have them there… this story must be fiction!

What are refreshing story, especially when seems that many companies today are more annoyed with the customers for taking up their time than happy they’re spending money.

By: Friday Favorites: July 14-18 « The Transfer

Friday Favorites: July 14-18 « The Transfer — Fri, 18 Jul 2008 21:20:16 +0000

[...] Welcome home, indeed.- Great anecdote by Robbin Phillips at Brains on Fire about her stay at The Greenwich Hotel. Look at the fourth item on her list of ways she was welcomed: “Then he took me to my room. And gracefully showed it off.” (emphasis added) Big FLSE bonus points for having a pride in his brand that was compelling enough to promote action. No doubt, this is simply a step in the bellman rule-book, it’s a great way to combine a brand pride with “felt” service–probably took less than 5 minutes and cost the company nothing. Makes me wonder what other service providers could do to combine compelling pride in a brand with quick-and-free action. [...]

By: BIG Kahuna

BIG Kahuna — Fri, 18 Jul 2008 20:50:26 +0000

What, no pool boy to your room?

By: Suzanne Obermire

Suzanne Obermire — Fri, 18 Jul 2008 16:34:33 +0000

Isn’t it awesome when a company gets it right? Sounds like your hotel went WAY beyond normal good service, and now, look–they have a customer for life. Plus, you’ve just provided free advertising for them, all targeted to the perfect business audience. All it took was some chocolate and some wine (winners in my book, too), plus service that all good hotels should really provide (which we all know they don’t).

Lesson learned–go beyond what is expected–the good karma will come back to you.

Thanks so much for sharing your experience. I felt like I was right there with you–nicely done!

By: Bill Gammell

Bill Gammell — Fri, 18 Jul 2008 16:16:53 +0000

So they treated you like a true guest instead of a bed-sheet-messer-upper annoyance? Remarkable!

By: Todd

Todd — Fri, 18 Jul 2008 16:07:43 +0000

That’s amazing. Stories like these really make you take a look at your own brand and evaluate what small, thoughtful touches you can implement to generate blog-worthy, gushing praise.

By: Robbin

Robbin — Fri, 18 Jul 2008 16:07:28 +0000

And, they spelled my name right! Robbin

By: david benardo

david benardo — Fri, 18 Jul 2008 15:15:17 +0000

Nice!

By: jeff

jeff — Fri, 18 Jul 2008 14:10:55 +0000

Wow-that is awesome it gives me tinglys.