As much fun as it is to shine a light on douchebaggery…sometimes good people come along and deserve attention too. I’ve been lucky enough to have a few exceptional customer service experiences lately that I wanted to share…
- At the Grand Hyatt Kauai over the holidays, I noticed I was waking up feeling good in the morning. At first, I just assumed it had to do with the fact that I was…you know…in Hawaii. But it was more than that. Even in paradise, I typically start each day with a certain level of annoying neck discomfort. Not at this Hyatt. A few days after I got home, it hit me. Their hotel pillows were really helping. For whatever reason, it was the perfect amount of mushiness for my neck. And I’d been searching for the perfect mushy pillow for years. So I wrote to the hotel hoping I’d be able to buy one. The person I spoke to (Diann) had already been very helpful during my stay, but she went above and beyond this time. She waited for their next delivery date and then sent me two pillows at no cost. Didn’t even ask me to pay for shipping. She even included a very nice card. Wow.
- I’m very much a t-shirt and jeans type of guy. Spending a fortune on clothes is SO not me. But I do own a handful of nice things to wear. At the top of that list is a great pair of shoes from Bed Stu (that mostly just sits in my closet). Unfortunately, the left one broke recently. In my opinion, it was a premature death. I reached out to customer service and, after a couple of conversations, they generously took care of me. Now I have a new pair of boots sitting in my closet. Thanks to some of the greatest customer service I’ve ever experienced.
- Months ago, I went to Las Vegas to place a bet on Floyd Mayweather (who was fighting non-boxer Conor McGregor in a boxing match). At one point, I ended up at a little dive bar called Wildfire right by the Sunset Station casino. It was pretty jarring how nice everyone was. I started joking around calling it Disneyland and “the friendliest place on earth.” In Vegas of all places? Crazy. I was back in town a couple of weeks ago and decided to pop in to see if the first time was a fluke. Not only was it just as friendly, but one of the guys actually remembered me and treated me like a regular. From 6 months ago. When I was in there for less than an hour. This is not normal in most cities. Let alone Las Vegas.
Whether good or bad, customer service REALLY makes a difference. At least for me. Because of exceptional customer service, I’m loyal to certain businesses…whether a hotel, a shoe company, or a dive bar.