Most companies talk about providing exceptional service but few really deliver. What is exceptional service? It is going beyond normal, beyond good and hitting the next level.
I am not a road warrior, by most standards, but I do a fair amount of travel in my role as Service Manager at Bulletproof Solutions. I travel several times a month, mostly to our offices around Atlantic Canada.
Several years ago I chose the Holiday Inn chain as my primary hotel chain when on the road. They have a good rewards program (Priority Club) and reasonable quality rooms at a reasonable price. I have had few bad experiences at Holiday Inns.
I stay regularly at the Holiday Inn in Charlottetown PE. They have always provided a great experience. They often give room upgrades, they leave candy on the pillow and usually give a complimentary bottle of beer or water on check-in. What more can you ask for? This is good service. Today, however, they went the extra mile.
Anybody who lives in a northern climate understands the pain of scraping a car window in the winter on a miserable day. It is one of those special tortures that we endure throughout the winter. After breakfast this morning I was surprised when going out to my car. It had already been scraped. All of the cars in the parking lot had been scraped or were in the process.
The Holiday Inn promotes a lot of their complimentary services. We come to expect them. This, however, was unexpected. Even though it was a small gesture it helped me to start my day with a smile. This is not a high-end hotel where you pay for amenities, it is a standard one that is going the extra mile. This is exceptional service.
The first thing I did when I got to the office this morning was to tell this story to my staff on our Service Desk. Every business can learn from this. This is what we should strive for.