Exceptional Customer Service
Exceptional customer service and attention to detail at the Marriott Hotel
I was booked to run an in house course for a major bank last week, and due to lack of meeting rooms at their own site they hired a meeting room at the local Marriott Hotel, West India Quay, London. I can only say that from the moment I arrived with my large case containing all my marketing course training material to the moment I departed nine hours later the customer service was second to none. What really struck me was that every member of staff was sincere, even if they had all been through the same training they made it their own and all had their own style.
As we all know good customer service is vitally important to all business regardless of their size, it has a direct impact on customer loyalty and the staff at the Marriott know that happy customers will want to come back again and again. The highlights of the day for me where, having my case taken from me as soon as I arrived and put in set-up training room which was already set up and then being offered a fresh coffee immediately, which was welcomed after a two hour journey.
It didn’t stop there a very pleasant team leader arranged to have their IT guy set up my computer, and I had none of the usual problems I have experience with short cables and dodgy screens! Refreshments were promptly available for when the delegates arrived. By lunchtime after a hard morning’s work the delegates and I were ready for some food which was a fantastic three course buffet served in a quiet part of the dining room which allowed us to network over lunch.
The excellent service continued for the rest of the day and delegates left having enjoyed both the course and the experience of the Marriott Hotel. As I was delivering a course on emotion and psychology in marketing, I thought it very apt that the team at the Marriott could really put themselves in their customers’ shoes!
Travelling back on the train that evening I reflected that the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business which is what all companies want.
