It is always interesting to me when asked, “What makes your brand experience different”? Companies both large and small always respond, “Our customer service”. Many companies claim great customer service, but few actually deliver. My family and I were recently delighted by the customer experience we received staying at the Vanderbilt Hotel in Newport Rhode Island, an Auberge Collection. They exemplified excellence in customer service and our customer experience.
Cozy areas are located through-out the Vanderbilt Hotel - image credit: Jarvis Consultants, LLC
What made the experience at the Vanderbilt Hotel exceptional?
I researched online; but called the property to make the reservation. The reservationists (I will reserve her name for privacy); explained all the options and the feel for the property. We love Newport and had stayed in the town several times but never at this property. I booked one of their suites. She thanked me and waived the resort fee, explaining that since I called the hotel directly, I was eligible for this discount.
RESULT: The time patiently spent on the phone and waiving the resort fee, made me feel like a valued (loyal) customer although I had never stayed at this property.
I immediately received an email from the Concierge saying that they were looking forward to our visit and if there was anything they could do for us; please do not hesitate to reach out.
RESULT: The follow-up showed me they were serious and wanted to make sure our experience was positive.
We arrived earlier than expected, walked up to check-in and before I could introduce myself; the front desk person welcomed me to the Vanderbilt hotel by name.
RESULT: They made us feel famous – knew us before the introduction.
While waiting for check-in; the front desk person (not the one waiting on us) saw that my daughter was dressed in NBA/college basketball apparel. She then told us (name and directions on how to get there) about a local store that specializes in basketball items; and, she thought we might enjoy visiting.
RESULT: They noticed and cared about something that my daughter valued; and, took an extra step to make a meaningful suggestion to enhance our experience.
Waiting for us in our suite was a handwritten welcome note, a fresh flower centerpiece, a bottle of wine; three local bottled sodas and sparkling water.
RESULT: They WOWED us with these amenities!
At check-out, I shared that the hotel property is a lovely place and our suite was absolutely beautiful but the heating system was loud and interrupted our sleep. The check-out person explained that the hotel was preparing to shut down for the entire month of January where they will remodel which will include the heating/cooling systems that will be replaced. She apologized for the disturbance and complimented an expensive dinner we had at their onsite restaurant during our stay.
RESULT: We are coming back to this property; and, it is now our property of choice when we plan to stay in Newport, Rhode Island.
In reality, it is difficult to deliver consistent and uninterrupted customer service; but, every single person we encountered at this property extended themselves to us. Delighting their customer is ingrained in how they approach hotel guests and do their jobs. Yes, it is difficult to deliver consistent and uninterrupted delightful customer experiences; yet, it is possible.
What are you doing to back up your great customer service claims? More importantly, how are you measuring them?
Sonya Ruff Jarvis is an entrepreneur and founder of Jarvis Consultants, LLC, a marketing, events and branding firm that helps businesses create innovative approaches to navigate the world of marketing. Sonya has been a part of the B2B retail industry for more than 25 years and is the founder of the Home Improvement eRetailer Summit. Follow Sonya on Twitter @jarvisconsult and @eretailersummit or contact her directly at sonya@jarvisconsultants.com. She is also a book author and her books can be found on AMAZON.