"While you may complain about a service defect, you will rave about how we handle it!"
Below are six simple examples of what works - and what doesn't.
We have had the pleasure of vacationing a few times at the Marriott's Ko Olina Beach Club in Oahu, Hawaii. The General Manager there, Chad Jensen, runs a world- class resort. One time, upon check in, our room was not ready when promised. Without any complaint from us, the front desk associate said, "We apologize for this inconvenience, and I am putting a $35 credit on your room account. Feel free to enjoy lunch on us or some drinks in our lounge while we get your room ready." Who can complain with service like that? We were disappointed the next time we came that our room was ready on time for us! But that is truly zero risk. We go back to Ko Olina Beach Club because of the comfort and security of knowing that we will get great service, and if for some reason we don't, they will make it right!
Extreme Customer Service
We have had the pleasure of vacationing a few times at the Marriott's Ko Olina Beach Club in Oahu, Hawaii. The General Manager there, Chad Jensen, runs a world- class resort. One time, upon check in, our room was not ready when promised. Without any complaint from us, the front desk associate said, "We apologize for this inconvenience, and I am putting a $35 credit on your room account. Feel free to enjoy lunch on us or some drinks in our lounge while we get your room ready." Who can complain with service like that? We were disappointed the next time we came that our room was ready on time for us! But that is truly zero risk. We go back to Ko Olina Beach Club because of the comfort and security of knowing that we will get great service, and if for some reason we don't, they will make it right!
Extreme Customer Service
