Bagel with Strawberry Jam
December 17, 2009
Frequent travel can become old in a hurry. But it doesn’t take a lot to make a person feel more at home – even on the road.
Several years ago, as my business and client base had expanded, I found myself in Ottawa, the national capital of Canada. It is a great city to visit and has a lot to offer a traveler.
When I travel to Ottawa, I usually stay at the Westin hotel in the Rideau Center, adjacent to the Byward Market section of town. During this stretch of business, I stayed there quite frequently. As a result, the staff came to recognize me when I checked in and visited the restaurant for breakfast.
While this was impressive in and of itself, what was truly remarkable was what happened six months later when I had the opportunity to visit Ottawa again.
As I approached the front desk, the front-desk clerk greeted me with a big smile and said, “Mr. Rosenberg! We haven’t seen you for a few months; welcome back to the Westin!
Wow! If you think that made me feel special, what happened the next morning surpassed even that. As I entered the restaurant to get my free continental breakfast, Leonard, the restaurant manager, gave me a similar enthusiastic greeting. ”Mr. Rosenberg! Good to see you again! Would you like the usual fresh-squeezed orange juice and a toasted bagel?”
I was speechless. And those of you who know me will appreciate that this is not a common occurrence. Not only did Leonard remember my name after six months, but he actually remembered what I ate for breakfast – right down to the flavor of the jam.
I have returned to Ottawa on business many times since then, and there should be absolutely no doubt in your mind where I stay when I go there. The effort they took to know their customers has created a level of loyalty in me where I don’t think twice about where to stay.
Whether it is remembering your customers’ names, going the extra mile, or simply following up after an order, successful businesses are built on extraordinary customer service and strong customer relationships.
It’s important to remember that sometimes even the littlest details can make a big impression.
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