Exceptional Customer Service: Saying Versus Doing
Exceptional Customer Service: Saying Versus Doing We were leaving our hotel to head back home. The associate working behind the reception desk asked us about our stay. As usual, we had an exceptionally good time at their hotel, one we have visited numerous times over the years. We noticed a rack with breakfast bags containing a croissant, a juice, a cinnamon role selling for $5.00. We bought a bag. I had mentioned that after leaving the hotel we would drive to Tim Horton’s to pick up a coffee before hitting the highway. At hearing that, the associate offered to make a coffee for me, so I wouldn’t need to go anywhere else. I thought it was a kind gesture and agreed to accept his offer. Now, this was customer service, I thought. From previous visits I knew the coffee was quite good. He rushed off to the kitchen to start the coffee. In the meantime, we loaded the car for the trip home. After several minutes he emerged from the kitchen with my coffee. He insisted I try it before le
