Earlier this week I wrote about a dining experience that set new standards for disturbingly bad. The focal point of my angst was a manager that did not seem "to get it."
The story had a happy ending. On the way out of the casino/restaurant, I asked a clerk to help me with some contact information. As she was helping me, Philip the Asst. Dir. of Hospitality happened to walk by. He immediately showed concern, listened to my story and insisted he remedy the whole situation.
I was in beach clothes from traveling, t-shirt and cargo shorts, and it was a holiday weekend(Cinco de Mayo). It was crowded, full of guests, lines at the registration BUT he stopped what he was doing to walk back up to the restaurant to refund the meal. He did this with a smile the entire time. It was hectic and crowded and he chatted about our weekend and where we were from, etc.
He gets it...and now they have a new, excited customer. Consumer trust and confidence is not lost at the Imperial Palace in Biloxi...and its not reserved for just the high rollers either.
What was your last memorable customer experience? When was the last time you provided a memorable customer experience?
Comments