Three events happened to me over the past two weeks which I think illustrate the power of "doing the job".
The first took place at Pocono Palace where I checked in late on Sunday afternoon having driven 7 hours after a late season ski trip to New Hampshire. The lady at the front desk showed me the resort property map, explaining where everything was located, and directing me to my unit. She asked if I'd like to make a dinner reservation. To which I said I'd had a late lunch and planned just to relax for the evening. Several hours later after relaxing in the comfort of my suit I received a phone call from the front desk. On the other end was that same very nice lady telling me that they noticed I'd not joined them for dinner that night and wonder if there was something that they could send to my room, such as coffee and/or dessert. I said no thank you, but as I hung up the phone I could't help but remark to myself what a great act of customer service. I was also fascinated to learn that staff at all the Caesar properties are referred to as "team members". I can't help but think that kind of respect to the employees doesn't also get transmitted on to the guests.
The second act of "doing the job" took place at Woodloch Pines Resort. It just so happened that I spent a weekend there during one of the resorts three 50th anniversary celebrations. I was somewhat familiar with the Woodloch story, but it wasn't until I witnessed the interaction of guests meeting staff with hugs and kisses and the genuine return of that affection by the staff that I knew this place and its people were special. That night I came to learn that many of these guests have vacationed at Woodloch more than 70 times over the past 50 years, bringing with them family and friends. There is no better testament to a great vacation experience than returning time after time and it definitely appears to be a tradition at Woodloch.
Last, but not least, took place here in the offices of the Pocono Mountains Visitors Bureau. Last week we conducted our second quarterly staff meeting. It was determined that we should acknowledge the longevity of those who have been with the bureau for 5 years or more. Of the 33 people we have on staff, 16 qualified for honor. Of this group, 7 have been with the bureau for more that 20 years, and it is this group of individuals that I want to express my heart felt appreciation for their dedicated service and the fact that year after year they have been "doing the job".
Linda Burke 23 years
Gail Sterrett 24 years
Adriane Holloway 25 years
Mary Capece 27 years
Filomena Marks 27 years
Mary Ravert 34 years
Mathilda Sheptak 43 years
I'd love to hear about any experience you've had of exceptional customer service.