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The noisy drinking buddies returned at 2:00AM to their rooms on my floor and the room directly above mine and they were having a fine time, indeed.  At 3:20AM I gave up trying to sleep and called the front desk, asking them to have words with the party boys.  They quieted down rather quickly after that.

At 4:00AM I was still struggling to sleep when the garbage truck arrived to play the dumpster like it was a drum kit.

Later that morning as I left to deliver a Fully Alive Leadership workshop, I spoke with Rose at the front desk, telling her of my experience and asking to be moved to a different floor on the other side of the hotel away from the party boys and where there would be no dumpster music the next morning.  When I arrived back at the hotel that afternoon she had made all the arrangements and once again apologized for my troubles.  That’s when the magic began.

I told her I had a taste for some popcorn and asked if there was a movie theater nearby.  She immediately went to the hotel pantry and brought me a bag of microwave popcorn.  As nice as that was, I couldn’t use it because it was buttered popcorn and I can’t eat dairy, so she went one step further by calling an adjoining hotel to see if they had something I could use.  They did not, so I thanked her for her efforts and headed to my room.

I spent the remainder of the afternoon by the pool, banging away on my computer.  When I arrived back in my room I found a fancy bag with two bottles of water and a box of microwave popcorn – with no butter!  Along with all that was a personal note from Mark, the front desk manager.  He apologized for the noise disturbance and hoped that I would enjoy the popcorn.

Great customer service.  I won’t hesitate to stay at the Hilton Garden Inn in Jacksonville, FL next time I’m in the neighborhood.

How are you teaching your people to deliver great customer service?  Do you give them the sense of empowerment to go above and beyond for your customers, like Rose did by going to the grocery store just for me?

It all starts with you and the way you treat your people.  Try going above and beyond for them, because the way you lead is the way they will follow.

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