You can't fake good customer service. It's either good or it's not. My preference is for good customer service and this describes a perfect example of what it should feel like.
Just getting back from seven days at the Westin Hotel in Puerto Vallarta.
The purpose of this trip was to meet with my mastermind group - Master Speakers International. We've been meeting four times a year for the last 10 years.
The city was great and the hotel was good but it didn't rate a 12.5 score.
Let me explain:
Pedro - he gets the 12.5!
He was the doorman. An extraordinary doorman. I couldn't help but notice all the little and positive things he did with his customers. He gave new meaning to the words customer service.
From the neck down he had a body like Woody Allen - maybe even smaller.
From the neck up he reminded me of Billy Crystal.
He was animated, energetic, and funny in a subtle way.
Last Wednesday, as Bernadette and I were going to dinner, a taxi pulled up and a 50 something guest greeted Pedro with, "Pedro, I'm back and it's so good to see you again. I have a gift for you."
Pedro made you feel special when he was waving at you - as you are entering or leaving the hotel. It wasn't like a royal wave with a stiff outstretched palm with a rotating cupped hand.
No, when he waved his little fingers were fluttering like he was simultaneously playing the piano and conducting a symphony.
He greeted everyone like a long lost friend.
I asked him, "Pedro, what makes you so special to all of the guests at the hotel - everybody likes you so much?"
He responded with a great deal of humility. "I'm just a doorman," he said.
In a low-key way, which is hard for me to do, I repeated the question.
He said, "I just want everybody to be happy and have fun when they're here at the Westin Hotel."
He was always smiling.
He always had a bounce to his step.
His eye contact was strong and focused on his guests.
He is a small man with a large presence.
His impact is powerful and memorable.
His job description probably says - doorman.
Even Pedro thinks he's just a doorman.
Pedro is not really a doorman, he's an Ambassador, for the Westin Hotel. In my book he rates a 12.5 on a 1-10 scale. He should be Director Of Customer Service.
I'm sending a copy of this to the CEO of the Westin hotels, and if he has any sense he will give Pedro some recognition for his obviously outstanding job performance.
I also recommend a big peso bonus for the hotel's premier Ambassador.
What are you doing to become the Ambassador role model for your ccompany?
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