News for the Hospitality Executive
Customer Service Week - WOW Stories to Inspire Your Team
October 2, 2012 - In honor of Customer Service Week (Oct 1-5, 2012), we have compiled some of the top rated service WOW stories from our Work Like You Own It! site. Share the stories with your team and hopefully the examples will give everyone an extra push to create memorable experiences for all customers this week (and beyond).
My task was to conduct the service excellence portion of the new employee orientation for the hotel’s workforce. As I was leaving my hotel room on the morning of the orientation, the handle on my garment bag snapped. So I had to (clumsily) hold the bag together while heading to the orientation room. One of the managers saw me struggling with the bag, and offered to assist with carrying the luggage. When my segment ended, the same manager walked up on the stage and presented me with a brand new, top of the line, garment bag.
Being perceptive is one thing…Wanting to act on that perception is another…Actually going to the department store, buying the bag, and WOWing someone (me) is working like you own it!
MacArthur Place – Sonoma’s Historic Country Inn & Spa
*This WOW story was submitted by MacArthur Place in Sonoma Valley, CA.
Grisha Papadin, a young and very enthusiastic bellman, and new member of our staff was really inspired by our new hire orientation which is based on your book "Engaging Service, 22 Ways to Become a Service Superstar". He seeks to wow our guests at every opportunity.
We offer complimentary DVD movies for our guests to watch in their room, and we had a guest checking out a movie with Grisha and they jokingly mentioned to him, "the only thing better would be to have a big bowl of buttered popcorn to watch it with". Well, after the guest left to return to their room, Grisha ran to the vending machine in our employee break room and bought some microwave popcorn (with his own money), popped it up and then got some butter from the kitchen and melted it, put it all in a big bowl, tossed it up and brought it to the guest all within a matter of a few minutes.
Needless to say the guested was "wowed" and asked to see me when they were checking out to tell me how impressed they were with him. What makes me so pleased with this story is that this is his first job and we use it as an example to inspire all of us on how we can be better.
Gadabout Salon & Spas
*This WOW story was submitted by Gadabout Salon & Spas in Tucson , AZ.One of our guests recently had open heart surgery. She was in her early 50s and was always a go getter and lived life. She came in one day, very tired, just out of the hospital and she really needed her hair tinted. She was feeling down, and was happy to be in the salon (trying to feel normal again). She noticed my shoes, which I had just gotten on sale at a store in the same plaza as ours. She loved them. She wanted to go out to dinner soon, when she was feeling better. She loved my shoes so much we ran over to get her a pair (since they were on sale). As she was leaving, we presented them to her, and she started crying. This guest was so self conscious of her scar and physical appearance from all of the medication, we made her feel beautiful, not only with her hair service, but by giving her something to look forward to when she was feeling better.
Taj Cape Town
*This WOW story was submitted by Taj Cape Town.
Mr. and Mrs. Wood stayed with us for 4 nights and they were travelling with their 18-month old son, William. Kimberly, who had developed a fond attachment to the child, insisted on doing something special for him on departure. On her own accord, she bought a stuffed dog with her own money to present to the child. She also requested for Kyle, from our pastry kitchen, to provide something additional to add to the gesture. He supplied biscuits with chocolate smiling faces.The mother indicated on departure that they had brought a teddy bear for William, however during their 2 week stay in South Africa, the teddy bear became so dirty that they had to pack it into the luggage, as it was too filthy to give to him to play with. Kimberly presented William with the new stuffed dog, and he found an instant attachment to it and dragged the dog around the lobby while the parents settled the account. Mr. and Mrs. Wood were impressed and amazed by Kimberly’s action. She really delighted and dazzled the guests, especially William.
Some people enjoy their jobs, while there
people who are absolutely in love with their jobs. On a recent visit to
(nation-wide tea store), I met Mitzi who was incredibly passionate
teas she was showcasing. When I asked her about green teas, she quickly
happily) retrieved a few canisters that contained green loose leaf
then removed the lid (with a magician’s flair) and fanned the leaves in
upward motion so I could enjoy the aroma. How can you NOT love the
If there is such a thing as a tea sommelier,
Mitzi should be the poster child.
“I have attended more of these conferences over the years than I would care to even think about and I am an “old dog” and new tricks and change often make me cringe but your presentation had just the opposite effect. It was as motivating and stimulating as anything I have ever been privileged to participate in and I wanted to thank you. I took more notes during your presentation than I did during some of my college courses!”
* Thomas Randall Smith, St. James Palace at Beaver Creek
“Thank you Bryan for recharging my batteries. You were very inspiring and uplifting, and the knowledge will always be remembered no matter where life takes me and will always act like ‘I own it’.”
* Tonie Demody, Southwest Florida Concierge and Guest Services Association
About Bryan K. Williams
Dr. Bryan K. Williams is the Chief Service Officer of B.Williams Enterprise, and the author of Engaging Service: 22 Ways to Become a Service Superstar and Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers’ Expectations. Bryan’s passion is world-class customer service, and has facilitated workshops and delivered keynotes all over the world for various companies. He speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement. As a consultant, Bryan works closely with companies to design, develop, and implement sustainable service strategies. His company’s online store includes a growing collection of customer service products that are well-suited for your training library.
Both of Bryan’s books can be purchased at http://shop.bwenterprise.net/
B. Williams Enterprise, LLC
Excellence: Three Tips to Drive Repeat Business / Bryan K.
Williams, D.M. / October 2012
LOVE Business / Bryan K. Williams / June 2012
Next Level in Service Excellence: Give. Share. Teach. / Bryan K.
Williams / April 2012
Excellence 101: Earn Your Customers' Confidence and Reap the Rewards
/ Bryan K. Williams / March 2012
Service WOW Stories to Inspire Your Team! / Bryan K. Williams /
Me: Help Me to Become More Than I Realize I Can Be / Bryan K.
Williams / February 2012
Teleseminar with Dr. Bryan K. Williams! 10 Things To Improve Service In
Your Business / January 2012
and Re-Earn Your Customers' Loyalty / Bryan K. Williams, D.M. /
Your Customers / Bryan K. Williams, D.M. / October 2011
Like You Own It! 20 Ways to Go From Meeting to Exceeding Your
Customers' Expectations: New Book by Dr. Bryan K. Williams /
Excellence 101: Be Welcoming / Dr. Bryan K. Williams, DM /
Three Ingredients of Engaging Service: Humility, Reverence &
Professionalism / Dr. Bryan K. Williams, DM / August 2011
Excellence: The MOST Important Thing To Create a Service Culture! /
Dr. Bryan K. Williams, DM / July 2011
Excellence 101: How to Serve a VIP / Dr. Bryan K. Williams, DM /
1st Step of Service: Be Eager to Serve / Dr. Bryan K. Williams, DM
/ May 2011
Service: The Double-Platinum Rule 2.0 / Dr. Bryan K. Williams, DM /
Problem Resolution: The 100% Principle / Dr. Bryan K. Williams, DM
/ March 2011
Service 102: Be memorable / Dr. Bryan K. Williams, DM / February
your service to the next level: Only BIG WOW’s…No bow-wow’s / Dr.
Bryan K. Williams, DM / February 2011
Excellence: Inspect What You Expect / Bryan K. Williams, D.M. /
Like You Own It 2.0; Energize it. Recognize it. Celebrate it. /
Bryan K. Williams, D.M. / September 2010
|World-Class Service 101: Know the difference between meeting and exceeding expectations / Dr. Bryan K. Williams / July 2010|
|Service Superstars Part 2: Treat them like they own it! / Dr. Bryan K. Williams / June 2010|
each touchpoint memorable: Cha-Ching! / Dr. Bryan K. Williams /
Superstars: Work like you own it! / Bryan Williams / February 2010
resources from Bryan K. Williams and B.Williams Enterprise! Begin 2010
with a focus on world-class service. / January 2010
Ambassadors: The Key to Providing World-Class Service / Bryan K.
Williams / November 2009
Employees - Part 3 / Bryan K. Williams / September 2009
Employees - Part 2 / Bryan K. Williams / August 2009
Employees - Part 1/ Bryan K. Williams / July 2009
|Engaging Service: 22 Ways to Become a Service Superstar / Bryan K. Williams / July 2009|
|Complimentary tele-seminars with Bryan K. Williams in July! / July 2009|
|Building a Team of Living It Employees / Bryan K. Williams / June 2009|
|World-Class Service: What if every employee served like a concierge? / Byran K Williams / March 2009|
|5 Star Leadership: What Does It Take to Be a 5-star Leader? / Byran Williams / February 2009|
|5 Stars vs. 4 Stars: What’s the Difference? / Byran Williams / January 2009|
|Complimentary training with Bryan Williams / January 2009|
|The 7 Principles of EngageMeTM is now available! / Bryan K. Williams / November 2008|
|Hiring and Engaging a World-Class Team / Bryan K. Williams / October 2008|
|Great Ideas for National Customer Service Week 2008 / Bryan K. Williams / September 2008|
|Delivering World-Class Service Part 3: Company Service Standards / Bryan K. Williams / September 2008|
|Delivering World-Class Service Pt. 2: Personal Service Standards / Bryan K. Williams / September 2008|
|Delivering World-Class Service: Function vs. Purpose / Bryan K. Williams / August 2008|
|Guest Problem Resolution 101: Power of the Follow-Up / Bryan K. Williams / June 2008|
|7 Principles to Fully Engage Your Customers – Part 2 / Bryan K. Williams / May 2008|
|7 Principles to Fully Engage Your Customers / Bryan K. Williams / April 2008|
|I Am a Service Professional™ / Bryan K. Williams / March 2008|
|Engage Every Customer…One Touchpoint at a Time / Bryan K. Williams / January 2008|
|Engaging Service Part 2: It’s All About the Culture / Bryan K. Williams / December 2007|
|Engaging Service Part 1: Not Just for the Chic / Bryan K. Williams / November 2007|
|Service Excellence: A Destination or a Journey? / Bryan K. Williams / October 2007|
|National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007|
|National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007|
|Engage Me…the Voice of Your Customer www.engagemenow.com / September 2007|
|Customer Engagement: Where do we begin? / Byran K Williams / August 2007|
|Engage Me…the Voice of Your Customer / www.engagemenow.com / August 2007|
|B. Williams Enterprise, LLC Launches Engage Me… the Voice of Your Customer / August 2007|
|To Engage…Listen to the Voice of Your Customer / Byran K Williams / August 2007|
|To Engage the Guest, You Must Engage Those Who Directly Serve the Guest / Byran K Williams / July 2007|
|Three Service Rules: The Golden Rule, Platinum Rule, and Double Platinum Rule/ Byran K Williams / June 2007|
|The Greatest Bellman I Ever Met… / Bryan K. Williams / April 2006|
|Sorry to Say…But Some People Should Not be Serving Other Human Beings / Bryan K Williams / October 2006|