The basics of “customer service” include patience, attentiveness, knowledge, responsiveness, and consistency.
So, here’s a simply beautiful example of one company’s practice that far exceeds those basics – courtesy of a friend who discovered this letter in her hotel room at the Renaissance Hotel in Washington, DC:
Hello my name is Lichi & I am your room Stylist (A.K.A. Housekeeper). While you are here in Washington, D.C., I hope you get a chance to get out into our wonderful city to do some exploring. When you do, I would like to provide you with my own little navigator tip for you to savor & remember when you return home. There is a restaurant located at 1942 9th Street NW called Etete Global Eats. My country of origin is Ethiopia & I can honestly say that this restaurant captures the flavors of Ethiopian cuisine just as well as if you were eating in downtown Addis Ababa. That is my little tip for you, now get out there to explore & live life to discover! Best Wishes, Lichi
We rise above mere customer service – to the heights of meaningful customer engagement – when we:
- Animate an otherwise forgettable moment,
- Demonstrate thoughtfulness and care in unexpected ways,
- Enliven someone’s journey,
- Honor the humanity within what is often a wholly-anonymous service.
Thank you, Lichi, for this valuable lesson.
