Make A Legend!

When talking about Customer Service, there are times when you can/should take a situation and Make a Legend out of it!

For example, a customer checks in to your hotel to celebrate his wife's 40th birthday. But he tells the front desk manager his baggage is lost where there is a gift for his wife inside. The couple has reservations at your hotel 5 star restaurant in 3 hours and the luggage will not show up until the next day.

Make a Legend!

The front desk manager calls the general manager and lays out the situation and then suggests a plan where he will send one of his staff out to get a nice card and a dozen roses to put on the best table in the house. What do you think this couple will say about your hotel?

You just Made a Legend!

But this type of thought process and behavior takes training; education; and a complete mindset. The end goal is behavior/values of 100% customer satisfaction and WIT (whatever it takes). Also note that Making a Legend does not always cost money.

Questions:

1. Does the culture in your company promote making a Legend?

2. How many Legends has your company made this year?