Outcomes of the Eight Stories
Story 1
Our VIP customer hung up and decided to write checks to his friends who had been obliged to pay for their parking. It was not the cost, but it was simply unacceptable that they had to pay for coming to his dinner party. He then started to look around for other places to spend his money when he wanted to stay someplace nice.
By charging for parking and the way he was treated, the luxury hotel lost a client and a considerable amount of revenue.
Story 2
In the end, the customer left with a free watch strap ... and an elegant beautiful new platinum timepiece to add to his collection.
Story 3
The customer decided he wanted to take the creation, but because of his condition, could not come and pick up the purchase. When the Sales Ambassador offered to deliver it personally, the sale was made.
Story 4
This customer was very touched and has remained loyal over the years, purchasing several cases of champagne annually. It is interesting to note that a little attention to detail, to something very personal, can go a long way.
Story 5
The requests brought up at the moment of checking in were taken care of impeccably by the staff during the guest's stay. The customer also noticed that many other aspects were improved. In fact, the guest was benefiting from other customers having answered the same question at check-in.
Four months later the guest came back for a five-night stay.
Story 6
Often (and this situation is a perfect example), when the item in question is kept ...
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