A #MasterClass in Customer Service

Source: me

I just returned to New York after a holiday in Europe. I was celebrating a big birthday and enjoying every minute of #AprilinParis. Not quite “Emily in Paris,” but it was pretty darn amazing. A big celebration of a life moment.

In the process about halfway through our adventure, I got an sudden and unexpected lesson in customer service from the Renaissance Hotel in London at St. Pancras Station.

So unexpected. Heartbreaking at first but then a bounce back.

As life takes its turns, my trip was cut short with a major travel snafu that left us scrambling for hotels and flights back home (way too) early. Thanks to some easy-to-use apps, we booked flights and a hotel in a matter of hours (thank you).  When we were checking into the hotel, the front desk of course asked me “what brings you to London?” When I told her the story, she bolted over to give me a big hug. #Human

All good, we ran out to make the best of it and explore the city, returning to the hotel to change for dinner. When we opened the hotel room door we were immediately greeted by a cold bottle of prosecco and the hand-written note posted above.

Complete turn-around. We were already dealing with the whole situation pretty well anyway, but this totally put a smile on our face and restored our faith in great customer service.

Well done! Thank you!

What’s your experience? JIM