Now that's Customer Service!
Last Thursday, after 30 consecutive days of record-breaking heat in Finland, my asthma suffering wife and I took a tram two stops and after a short walk, checked into a hotel. Following several sleepless nights, we were in search of air-conditioning, something not found in Helsinki homes.
However, upon entering our room, it was warm and the thermostat not working. I called reception and reached Marco B. He promised to visit a few other rooms and get back to us. Soon after, he came to our room and escorted us to a different room that he thought might be suitable. We all agreed it was not.
Before I had a chance to suggest it, he offered to find us a room at a more recently renovated, sister hotel nearby. At the front desk he refunded my payment, made the new reservation, and promised the rate would remain the same.
After a 6-minute walk, we were greeted by the new hotel’s receptionist who was already aware of our situation. 2 minutes later were in air-conditioned bliss.
Bravo Marco! You handled the situation calmly, professionally, and effectively; and your hotel group retained two satisfied customers.
A BRAND IS DEFINED BY THE CUSTOMER’S EXPERIENCE AS DELIVERED BY ITS EMPLOYEES.