Customer loyalty
In most industries, people are challenged to be better than their competition by being more reliable and effective. They focus in price, extra service and the added value.
The ability to think outside the box sometimes doesn't come natural for many, so how do you really make a difference? And gain clients?
Perhaps the following experience can help.
As I was entering the lobby of the Serena Beach Hotel and smiley people of Mombasa welcomed me. Greeters at the entrance of the hotel approached me with cold towels and natural fruit juice. I said to myself, wow, this is great.
Phoebe was at the Hotel counter. While she was checking my reservation and looking for a nice room for me, I noticed a sweet little boy right beside her. He would walk along her side and listen carefully to our conversation. I requested a copy of the reservation, and Phoebe kindly asked the boy to bring it to me. I thought to myself, What a great place, they allow employees to bring their kids to work. I knew that at this time of the year was a holiday in this country and perhaps, employees had a "bring-your-child-to-work day". Before Phoebe finished checking me in, I asked her if the boy was her son, and she replied to me that it was one of the guest's children, and that he wanted to own a hotel! (Phoebe was extraordinary at what she did, but that can be written in another whole new article). Then, I noticed that the boy had a name tag that read:
Vivek- Receptionist Trainee.
First of all, my heart warmed-up because my own son is 9 years old; also I was very impressed by the way the boy handled himself, so focus and polite.
It was 5 p.m. and I had already made arrangements to do a site inspection and learn all about the property.
Simon, the manager on duty, was prompt at the lobby showing great professionalism, and beside him, there was Vivek, showing the same interest and professionalism as Simon did. Vivek was diligently holding the list of room categories they would show me. Vivek was also in charge of keeping track of the rooms shown and every area as we walked the property.
I cannot count the many hotels I've visited and inspected in 30 years. I don't think that I'm lying if I say that I've visited over 1,000 hotels, nevertheless, this was the most inspiring experience of all, in many levels. Simon showed true care to me and to Vivek. He allowed Vivek to open up the rooms for me; He asked him questions about the on-site restaurants in the property, the amount of suites, etc,and Vivek did his best to respond them all.
I simply smiled watching Vivek some times his little hands struggled a little with the big keys when opening the
wood doors, and at the same time making notes carefully in his papers.
Simon and I believe that Vivek will have a brilliant future; Simon transfers his passion for the hospitality business he is in. Vivek showed true passion throughout the walking.
Simon looked and talked to Vivek as if he were his own child. Simon had the "Yes Mode" we all look when we do business, He was warm and showed the human side; however, he was always professional and knowledgeable.
I enjoyed seeing Vivek playing at the pool, riding a camel along the beautiful beaches of Mombasa, and having meals with his loving parents whom I also had the pleasure to meet. They mentioned that Vivek loves the Hotel Business and wants to own a Hotel when he grows up, and he refuses to go anywhere else, but the Serena Hotel Beach for their vacations. Can you blame him?
I think that Vivek is a smart kid who values first-class service; He sees through a child's eye, and he can see that true service comes from the heart.
Be the Simon for others; give your time and knowledge to others; don't doubt yourself, you will cultivate friends and customers who wouldn't dare to do business with anyone else, but you.
Happy travel amigos, till next time!
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