I’m passionate about a great customer experience. I’ve built my career in the Hospitality industry, traveled throughout the world “bench-marking” world class customer experiences, and spend much of my time helping my clients create even better experiences for their customers. When an unexpected experience comes along that really knocks my socks off, as one did this past weekend at the Epic Hotel Miami (a Kimpton Hotel), I feel I really must share this example of excellence. Off to a great start. The trip down to Miami started with long flight delays due to severe thunderstorms, and, following the cancellation of the flight, ended with an impromptu car rental and four hour drive. Upon arrival at the Epic, we were tired, frustrated, and ready to pack it in. However, there was just enough time to dash up to the room, change, and dash back out to our appointment. Thank goodness check in was fast and friendly, and the room was even better than expected. Too little, too late? Nope, not here! With some free-time on my hands the next day, I was determined to make the most of a rainy morning. I waited for the storm to pass and then went down to the restaurant for a relaxing breakfast. Unfortunately, breakfast service had ended 30 minutes earlier, and lunch seating wouldn’t begin for another 30 minutes. Ah well, to the pool bar I went, hoping to round up something tasty. At this point I was starving and happy to munch on an orange wedge. We were greeted by Cesso, the attendant, who told us that breakfast had ended but that he would be happy to see if the Chef wouldn’t mind preparing us a few eggs. Within minutes, Cesso had taken an ordinary poolside table and created one of the best breakfast experiences I’ve ever had . . . complete with omelets, pastries, amazing coffee, linens, and fresh fruits. Ok, that was pretty cool. He then lingered to tell us a little about the area and make sure we were satisfied with our meal. Rained out . . . almost. After breakfast, the weather had turned sunny and I decided to work by the pool. Cesso again appeared, selected the perfect spot, set up my chair cover, headrest, and umbrella, and brought over some fresh water. Within minutes of getting settled in, the weather turned stormy and Cesso was there in an instant. He quickly offered the complimentary use of one of the beautiful poolside cabanas, where I could continue to work during the rain. Once the storm passed, he set up new chairs by the pool and, not wanting to leave his great care, we ordered lunch in the afternoon. I made it a habit. Here I was, in Biscayne Bay Miami, with hundreds of great restaurants within easy access, and I would up having lunch by the pool three days in a row. I know, it sounds excruciating. My point is that the atmosphere was beautiful, the food was excellent, and the service was amazing. The entire experience was so positive, I had no need to go in search of anything else (at least until dinner!) Goodbye is never easy. Over the course of my four night stay, I continuously encountered Kimpton staff members who went out of their way to treat me as if I were a welcome friend. The guest reception employees were warm and friendly, the valet and hotel front door attendants never failed to “welcome me back” or wish me a pleasant day, and I just can’t say enough about Cesso. Happily buzzing around the pool area (and working his tail off), attending to each guest as if they were his only concern, he may have just set a new standard in guest experience. He may also be one of the Kimpton’s greatest assets. Have you sampled your customer’s experience lately? If you have customers, you’re responsible for their experience. Whether you work in a bank, a hospital, or a one-man mobile company, you have the ability to shape how your customers see your company. Whether you’re responsible for maintenance, management, or front desk duty, you can make a difference. When you anticipate your customer’s needs, and create satisfying “moments,” you create loyal advocates and ensure sustainability. I’ve always been a fan of Kimpton Hotels, and this last stay sealed the deal.
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