I shouted into the microphone, “What’s the best hotel in the city?!”
Three hundred employees in unison said, “Park Hyatt Washington!”
“What’s the one word we never say?!”
“NO!”, they all shouted.
We had an extreme philosophy of Positively Outrageous Service to never say no to a customer. Let me give you an example of this. One day we had a Sheik with his entourage coming to stay for a whole month. They didn’t like where the light fixture was situated in the dining room of their suite. He said, “can you move it over about four feet?” Move the light fixture? The front desk clerk didn’t want to say no, so he went to his front desk manager. He didn’t want to say no either. The front desk manager said, “I’m not quite sure how we are going to do this.” And he went to the Rooms Exec. The Rooms Exec went to the Chief Engineer, and the Chief Engineer had to figure out, “how am I not going to say no to this.” The Chief Engineer figured out how he could move that light fixture. It was going to cost $5,000. They went back to the Sheik and said, “Sir, we have no problem moving that light fixture. It will take $5,000 to move it and then to move it back at the end of your stay.”
The Sheik said, “no problem, put it on our room account please.”
Positively outrageous service so extreme it’s unforgettable! How extreme do you get with your customer, client, or guest experiences? Do you figure out ways to say yes even under the most challenging circumstances?
Extreme positively outrageous service customer experiences will forever be remembered. I’m certain that Sheik shared with others his experience, and I’ve told that story for over 20 years. And that’s one of the many beauties of Positively Outrageous Service.
When you create a customer experience where it is out of proportion to the circumstance people can’t help but to talk about it.
Positive word-of-mouth marketing coming from Positively Outrageous Service
What are you doing to not say no to a customer? For a complimentary POS Assessment contact us at 803.792.5555!