My daughter Amy recently spent a few days in Amsterdam. She arrived at midnight in the pouring rain. Amy walked into the first hostel looking for a safe, dry place to stay. No empty bed was available. She walked back outside into the rain and on to the next hostel. Again, no bed. Three more times she tried with no luck. So she got in a taxi and went to another area of the city where there were more hostels. It took two more tries before she finally found an empty bed.
Now call me a crazy customer service lady, but wouldn’t it have been nice if just one person had said “You look tired and soaking wet. The weather is lousy outside. We don’t have any beds left but how about I make a few calls to see if I can find you one.” And then, maybe, just maybe she could have been offered a towel to dry off a little bit and a hot cup of coffee or tea before heading back out into the nasty weather.
The second to last hostel she tried did at least recommend the name of a hostel close by and gave her directions on how to get there, so that was better than all the others.
None of the first hostels Amy tried could give her exactly what she wanted .. a warm, dry bed and a roof over her head. I imagine if the people working had taken a moment to ask themselves ” If this was me, what would I like?” they would think: I’d want someone to recognize that I am tired and cold. I’d want someone to try to find me a place to stay.
Sometimes, customer service is nothing more than looking up and really seeing the person in front of you. Has anyone provided that kind of personalized, caring service to you lately?