So let’s start with the basics. What does good customer service mean? In my personal and professional experience it is an attitude of action that never shames, blames or rationalizes. It is a willingness to serve based in a desire to create a relationship with others.
You may notice I write often of positive customer service experiences. The reason I do this is simple. Our global economy is based on the continual creation and consumption of goods and services by each of us. What I have found is that there is no single greater opportunity to experience gratitude in the present time than to seek out and be part of an exceptional customer service experience whether you are making money in the transaction or investing money in the transaction. It is the ultimate win-win life experience for all parties’ involved leave feeling good.
Dr. Success Challenge: Set the intention to encounter great customer service. There are lots of opportunities to encounter exceptional customer service in your daily life from the toll taker on your daily drive to the grocery store checkout person. Note how it makes you feel when you attract great customer service. My bet is that you feel better, and there is no more positive an encounter than one that makes you feel good, costs nothing, and can be repeated again and again.
Here is a snippet of our M experience. Like kids in an adult only buffet, we decided to walk the entire property (this actually happened as much because of my husband’s 30 years in the business and his need to see everything) before making a choice of where to enjoy our cocktails and dinner. We are fond of dinning in high activity bars with good food. It allows us to feel a part of a larger group, see a lot of what is going on, all the while dining alone and enjoying our own company and conversation.
Although we could have picked any number of beautifully appointed bar environments we chose Terzetto because it had a big glass window to the outside allowing in a lot of natural light. We were greeted by our server, Jon, and given menus and exchanged the normal pleasantries. Jon delivered our drinks, took our food order but before our first items arrived he let us know he was going off shift. He informed us his co-worker Sebastian would be taking care of us for the remainder of the evening. What happened next is what made the evening special.
Within a few minutes Sebastian headed in our direction with what appeared to be the food we had ordered. To our surprise he went to the table next to us. Overhearing some confusion we interjected that we believed the food he had was our order. Retrieving the dishes, he arrived at our table, smiling, apologizing and instantly offering that desert “was on him”.
As Sebastian walked away Richard and I knew we had experienced outstanding customer service in a way that allows you to remember the connection and not the reason the correction was necessary.
So many companies have given lip service to the term “empowerment” it is a word I avoid at all cost. Yet, when you see an authentic execution of human empowerment there is no other word that works as well. You know when you have experienced someone who trusts they have the power (not the permission) to impact the outcome of a situation.
Our meal ended with Sebastian delivering a warm decadent chocolate soufflé – not one we had picked after looking at a dessert menu – but one he had chosen for us because it was his favorite. The perfect ending to a perfect customer service experience – someone made a misstep, they acknowledged responsibility, they made a correction and sealed it with a human connection.
When you think about the economic climate in which this hotel casino opened, and the fact it is located in Las Vegas, The M Resort’s success must hold particular pride for its owners and employees. Our experience highlighted for us one of the reasons – its employees.
Wishing The M Resort continued success, Andrea
