Our Welcome Experience
Over the years I’ve stayed in various hotels for short visits. Most of these visits over the past two years have been business trips, and for the most part my visits have been pleasant. This trip has been different: my stay has been fantastic because of the high level of customer service on the part of every employee I came in contact with at the Marriott Century Center, Atlanta.
My roommate, Ellene Breedlove Davis and I were dropped on by her husband on Thursday morning at about 6:45 a.m. to attend the Niche Affiliate Marketing System Workshop (NAMS7) organized by David Perdew, and our wonderful experience began. We were greeted and welcomed by Derrick, the Bell Captain, who immediately made us feel as if we were the most important guests to arrive at the hotel. As we got to the Front Desk and were welcomed by the Receptionist we told him that our luggage would probably have to go to a holding bay since check-in time was much later.
Derrick proactively asked the Receptionist to check if our room was available, and to our delight it was. Of course, as he escorted us to our room he stressed the importance of always asking if your room is available, even if you arrive early. He continued to point out where key areas were located, like the exercise room, dining room, etc. In response to our questions about Wi-Fi he told us where in the hotel it was available for free, but he would check to see if there were specific arrangements for our group. Before he left us he checked that everything was ok. Within minutes of leaving us Derrick called and gave us the relevant information concerning the Wi-Fi.
Everything Derrick did was part of his job. However, it was his attitude that made the difference and at the same time demonstrating superior customer service:
1) Greet customers with a smile and make eye contact. He did exactly that.
2) Make your customers feel special. Derrick made us feel like we were VIP guests.
3) Be willing to go the extra mile. Derrick could have suggested that we call the front desk to get clarification on the Wi-Fi. He did not. He went back and checked for us, then called us with the information.
Our Dining Room Experience
On Thursday evening after spending the day in a training session we went to the dining room where we were greeted by a gracious, smiling staff, who once again made us feel very special.
After we placed our order with Kaleda, our Server, we went to the Salad Bar and had our salad while we waited for the entrée. It was a little delayed but in that time Richard, the Dining Room Manager, and Kaleda inquired several times if everything was ok and apologized for the delay.
What especially impressed us was that they demonstrated genuine concern and empathy. They were so kind, we weren’t overly-concerned about the delay. When our entrée arrived it was delicious! However, in the meantime because of our wait time Richard graciously offered us complimentary dessert which we were happy to accept.
Too often we hear only of the negative experiences. Ellene and I felt it would a disservice not to share our positive experiences with employees who represented their organization very well, and who demonstrated superior customer service which led to total customer satisfaction.