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!