I’m sitting in a hotel lobby enjoying my dinner. But I’m only steps away from the front desk. I can easily hear people checking in. What surprises me is the number of arriving hotel guests being greeted by their first name—before they hardly get in the door. There are warm hellos, how is Jane (the wife of a guest), how is your mom doing, and this goes on and on the entire time I am eating (and working!).
I can’t help but wonder—are most salespeople this engaged with their customers? Have they built the kind of relationships this front-desk staff developed? These hotel guests don’t arrive with luggage every evening. Some may check in once a week, others probably once a month or less often, but wow, this hotel has it mastered. It’s amazing to watch. I can say that I don’t recall this level of service at most establishments, much less a hotel.