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April 27, 2012
*Thank you to the Sonoma Valley Visitors Bureau (SVVB) for submitting this WOW story! Maureen, one of our SVVB Volunteers, recently assisted a telephone caller who called to say that she had been to Sonoma last weekend but had forgotten the name of the store that she now wanted to contact. As it was a new store, none of us knew the name either. Since it was a slow afternoon, Maureen followed her directions over to the new ...
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March 29, 2012
The best word I can use to describe Amber and the customer service she provides is "Sunshine". Seriously. When I recently checked in to the Hampton Inn in Hickory, NC, she literally was waving to me with a big, welcoming smile BEFORE I even got to the lobby to check in. In all of my travels worldwide, Amber's welcome ranks among the most memorable greetings that I've ever received. Once I got to the ...
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February 01, 2012
There are some people that you'd love to clone. I would like to go one step further and clone the entire Housekeeping team from West Inn & Suites in Carlsbad, CA. Seriously, I'd like to show every housekeeping department in the world what an engaged and professional housekeeping team should look like. Over the last few months, I've stayed at the hotel twice for a total of seven days and EVERY interaction I've had with room attendants has made a positive ...
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February 01, 2012
*This WOW story was submitted by MacArthur Place in Sonoma Valley, CA. Thank you! Grisha Papadin, a young and very enthusiastic bellman, and new member of our staff was really inspired by our new hire orientation which is based on your book "Engaging Service, 22 Ways to Become a Service Superstar". He seeks to wow our guests at every opportunity. We offer complimentary DVD movies for our guests to watch in their ...
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December 19, 2011
Special thanks to Margot Duzak for submitting this WOW story: I ordered my photo holiday cards this year from "Simply to Impress" who were running a special, and while I had never heard of them, I liked their website and it seemed easy to upload photos and the comments from customers on their Facebook page were favorable. About 36 hours later, I received an e-mail saying that my cards had shipped, and they upgraded the shipping to ...
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November 26, 2011
We will periodically bring you interviews with people who work like they own it! These service superstars consistently work with pride, passion, and professionalism. The purpose of these interviews is to gain some insight into how these world-class service professionals approach their job and what is needed to keep them motivated. *This interview features Chanelle Camire from BodiScience Holistic Spa. Question: In your own words, what does it mean to "work like ...
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October 31, 2011
We will periodically bring you interviews with people who work like they own it! These service superstars consistently work with pride, passion, and professionalism. The purpose of these interviews is to gain some insight into how these world-class service professionals approach their job and what is needed to keep them motivated. This week, we have an interview with Sivuyile. He works in the fine dining restaurant (Bombay Brasserie) of the luxurious Taj Cape Town in Cape Town, ...
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October 16, 2011
This past summer, I had the privilege of assisting with the opening of the new PUBLIC Hotel in Chicago. My task was to conduct the service excellence portion of the new employee orientation for the hotel’s workforce. As I was leaving my hotel room on the morning of the orientation, the handle on my garment bag snapped. So I had to (clumsily) hold the bag together while heading to the orientation room. One of ...
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September 30, 2011
*Thank you to Beacon Place for submitting this great WOW story! This past Friday, and through team effort and planning, a local tattoo artist visited Beacon Place and generously volunteered his time, equipment, skill and wonderful bedside manner to fulfill a patient’s special wish. This particular patient was being treated at Moses Cone Hospital and mentioned to the hospital chaplain that he would love to get a tattoo. He wanted a permanent ...
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September 25, 2011
Special thanks to Gerry Caruncho for sharing this WOW story! Last Tuesday I went to Macy’s at the Rockingham Mall in Salem to look for a jacket I saw at another Macy’s in Bedford, but Bedford did not have my size. Unfortunately, I neglected to note the maker of the jacket. When the salesperson Janis (at the Salem Macy’s) cheerfully asked if she could help me, I told her I was looking for a ...
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