Customer Service - Welcome Home

Customer Service - Welcome Home

Customer service is sometime a fickle thing with expectations and delivery often equally challenging. The simplest act of customer service can set a tone for expectations. Not delivering on expectations can easily result in a disappointed, lost customer or worse negative word of mouth. Expectations that are met increases the chance of creating a loyal customer, happy customer and positive word of mouth.

My wife and had the pleasure of visiting the The Quin, a Hilton property, in New York City and one of the staff said something so simple, "Welcome home"! The implied commitment was risky if not delivered on but tremendous potential if they could deliver. The "Welcome Home" was compelling enough for us to change our original plans and instead stay at The Quin. We wanted to see if they would live up to the expectation they had boldly set.

Turns out the "welcome home" customer service attitude was universal from the bell person to front desk and the rest of the staff. We felt at home which is a wonderful feeling when you are traveling and especially wanting a bit of peace from the high energy of New York. Every staff member was approachable often offering to help without being asked. We never felt like it was an inconvenience if we asked for simple things like helping us pick the best room, watching our bags while went out for the day, helping with ideas for restaurants, loading bags into the taxi, etc. Exactly would we would do if we had guests in our home...we would make the feel welcomed and as if it were their home too.

Thank you Carmen Jorge , Amanda Li and Jason Tresh for delivering!

To view or add a comment, sign in

More articles by Darrin P Johnson, MBA

  • Customer Service - Promissory Estoppel

    Customer Service - Promissory Estoppel

    Promissory estoppel is a legal principle that allows a person to enforce a promise that was made to them, even if there…

    4 Comments
  • Customer Service - Honey Badger

    Customer Service - Honey Badger

    What does a honey badger have to do with customer service? In short sometimes you have to be tenacious like a honey…

    8 Comments
  • Customer Service - Table Stakes

    Customer Service - Table Stakes

    Table stakes in business is defined as the minimum level of service to meet expectations of customers. Having traveled…

    2 Comments
  • Customer Service - Being Present

    Customer Service - Being Present

    This past weekend my wife and I had the pleasure of getaway at the historical Fairmont Sonoma Mission Inn and I was…

    1 Comment
  • GPU Business Adoption (R)Evolution

    GPU Business Adoption (R)Evolution

    New technologies often show great promise but turn out to be a significant challenge to integrate it into an…

    3 Comments
  • Turn On Learning By Turning Off Facebook

    Turn On Learning By Turning Off Facebook

    In support of my wife giving up Facebook for the 40 days of Lent I decided to do the same. I knew it would be tough…

    6 Comments
  • GPUs and Alton Brown (and Mythbusters)

    GPUs and Alton Brown (and Mythbusters)

    "I have railed against unitaskers for 20 years," Alton Brown once said on All Things Considered. GPUs (graphical…

  • Machine and Deep Learning Resources

    Machine and Deep Learning Resources

    In my article "Learning about Deep Learning..

    4 Comments
  • Deep Learning - "Hello World"

    Deep Learning - "Hello World"

    This is the third in a series of articles on my experiences in deep learning with the focus of diving straight into…

    3 Comments
  • Deep Learning - Getting Started

    Deep Learning - Getting Started

    "Learning about Deep Learning..

    2 Comments

Insights from the community

Others also viewed

Explore topics