This Hotel Brand “Gets” the Subtleties of Service

At my local retailers like Safeway and CVS, cashiers always ask, “Did you find everything you needed?” I have observed my own behavior: Often there was something I couldn’t find, but I gave up on it a few minutes ago. Most often, I just say, “Yes, I found everything,”...

The High Stakes of Personalized Service

Imagine checking into your hotel room to find a beautiful pot of your favorite green tea, with a note from the general manager. It’s perfectly tailored for you: Your afternoon ritual is to take a break with tea, and you are delighted to find it waiting for you in your...

Should Hotel Personnel Be Fully “Present”?

In the last month I have stayed in a wide range of hotels–including a five-star resort, a four-star business hotel, a three-star big box new brand, and another that could only be described as a flashback to the ’80s (maybe no stars?). In each case I...

Third time’s a charm

Gary Leff, knower of all things frequent flyer, swears that his most important tip is this: Hang Up, Call Back (HUCB). When a customer service agent doesn’t give you the answer you want–or even the answer you know to be true–politely say goodbye,...