Last updated: 28 Nov 2011 at 14:18
Often you hear complaints about guest service when staying in hotels or visiting restaurants. And sometimes you are totally surprised and delighted by their actions and want to share the experience with others. Here is a story of great service to warm your heart.
After staying at the Premier Inn Thetford recently, I (Alison) left my special travel bear ‘Frugal” behind. Mortified at this I called the hotel to find the bear was safe and sound and waiting to be rescued.
A few days later the bear arrived home in a Royal Mail special delivery bag with a wonderful letter from Peter the Receptionist at the Premier Inn Thetford which said:
‘Mrs Snelling, I feel a bit guilty that this poor bear has travelled to you in a plastic bag! I hope it is not too traumatised from the travel, and that it has reached you in a good condition. Because this bear is really important to you, I have sent it Special Delivery. Please accept my apologies for the inconvenience this has caused you, I hope that this has restored your faith in Premier lnn and the team that work here in Thetford’.
I was really happy to read the letter and it made me reflect on what a fantastic impact can be created through emotionally engaging with the guest. Because the Receptionist, Peter, took the time to recognise the bear was important to me and engaged with me through his letter, not only was I surprised and delighted – I have been enthusiastically telling as many people as possible about this experience.
Engaging with guests is one of the behaviours Dieter and I feel passionate about and we build this learning into our work with clients. Emotional behaviour is learned by imitation and experience and to be authentic it has to be felt personally by the guest. When we work with clients we work towards embedding engaging behaviours which are authentic and genuine and truly make a difference for guests.
Well done to Peter at Premier Inn Thetford for demonstrating these behaviours so successfully.
Thank you also for making my day!