Maile Keone spent her birthday weekend at the Cosmopolitan hotel in Las Vegas and had an unusual customer service experience during breakfast. She was ready to eat her yogurt when she noticed she forgot to grab a spoon from the buffet table.
She looked around for a few seconds and, not wanting to get up, decided to simply use her fork to eat the yogurt. Suddenly, a banquet server named Miguel appeared out of nowhere by her side, handing her a spoon. When she asked him how he knew she needed a spoon, Miguel simply replied: 'Because you didn't have one.'
Keone was amazed at how, in a chaotic situation with 300 people in the breakfast area, an employee noticed she needed a spoon and brought it to her!
She was so amazed that she requested an interview with the hotel's banquet manager, asking him how they train their people. He replied that they 'empower employees to think outside the box to create stories worth telling.'
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Later that day, when Keone returned to her suite, she had another surprise. There were 12 cupcakes waiting for her with a message and a card wishing her a happy birthday.
An excellent example of how two simple gestures can win a customer for life...