How to Offer Delightful Customer Service
Our arrival was just over twelve hours late. With a wind chill well into single digits in Malaysia and the chill rain falling so heavily the windshield wipers could barely keep the windshield clear. The driver guided the car under the rain and blizzard in front of the resort. Learning my lesson many years ago, it is my practice to arrive no less than 24 hours in advance of a speaking engagement, and today that practice paid off handsomely. Although it was close to 1:00 am, there was still time to settle in and relax before my late morning presentation. That is, if my reservation had not been given away, as some hotels have a practice of doing. The doors opened automatically and an attentive young man graciously offered a warm welcome, took charge of my overnight bag, and led me to the reception desk while inquiring how my day had been thus far. As we approached the desk a clerk tendered a sincere welcome and stated, “You must be Mr. Amarjeet Singh” Since there was only one room availab