How often do you honestly put yourself in your customer’s/client’s shoes?

Craig recently stayed the night in a well known hotel chain after a very long day in the North East.

Upon arrival, Amanda who worked in reception asked Craig how his day had been and commented on the fact he was checking in late.

Amanda realised that the room prepared for Craig was not a quiet room and then proceeded to send her manager upstairs to prepare a quieter room so “he can get a great night’s sleep” – all of this without thinking about the extra work for her or her manager and with total consideration for her customer’s needs.

Fast forward to the morning…

Upon checkout Craig mentioned to the duty manager, the great service, the faulty air conditioning unit and a broken item in the bathroom – purely out of consideration for the next customer.

The duty manager apologised, called maintenance there and then to sort the room, thanked Craig for telling him and then refunded the room charge as an apology!

Amazing service and everything was done with genuine care for the customer.

What more could you do for your customers and clients to make them feel that good?