Here is something I know to be true. If we treat service folks like we would like to be treated, we stand a better chance of being satisfied with their service and making them happy at the same time.
For a week, I tried to deal with Hilton Advance Reservations to try to get a hotel night changed so I could move closer to the school at which I will be training on Monday. No way, Jose. Nobody would budge. "You paid up front, we cannot refund your money now."
"I am asking for you to give me, as a Hilton Honors member, a one-time courtesy on this."
I checked in to the Hilton last night and told the girl at the front desk my frustration. "I know you can't change it for me but I just wanted to tell you how much I appreciate the HOTEL service here, even if I don't care for the customer service at Advance Reservations."
She said, "Let me let you tell that to my manager."
The manager came out, heard my story and asked, "Really? They wouldn't let you out of your night's stay on Sunday night?"
"Nope", I said, "but I appreciate you guys here at the hotel so much. The times I have stayed here, everyone is so helpful and breakfast is delicious."
He typed on the computer for five seconds and said, "You're good---you won't be charged for Sunday night's stay---you can move to your other hotel."
I LOVE HIM!!
I told him, as I came back from Manhattan today, how much I appreciated his help and he said, "I appreciate you giving us a chance to make you happy."
Talk about a win-win!!
How about, just for today, we tell someone in the customer service industry, how we feel about them? It will make their day and our