AlwaysWoW! For a Great Great WoW in Life

Thoughts from me about things that are cool, that are WoW, that blow me away. Observations about businesses and people from a wide variety of life. Daily encounters - and thoughts outside the box, inside the box and without any box. New thinking, and challenging old thinking. Passionate about life, about respect, and about integrity.

Saturday, January 01, 2005

Service - the little things that make a difference

Recently, this blog focusses on services provided in hotels. Actually, it started off by comparing two hotels in Kuala Lumpur that look the same, and which are located side by side.

Following this was the situation, in which a receptionist in the Pangkor Island Beach Resort Hotel called my sister-in-law "stupid woman", when the she put down the telephone receiver, but was still audible.

Instead of going to Pangkor, we drove up to Cameron Highlands (yeah, yeah, I know, I made a spelling mistake earlier - thanks for telling me).

The hotel we booked was the Equatorial. They provided a different experience altogether.

We drove up the mountains and weren't quite sure of the way. My wife called the hotel and they explained the details to her. The receptionist said good-bye in a special way: "You take care and have a nice day!"

The hotel is divided into two sections. One section contains the main building, while the other contains apartments that can be rented. However, they smelled - probably haven't been occupied for a while - we were suppose to say there for a night and than move to the main building. So, up we went to the reception to ask for a different room.

There was no problem in getting two rooms, for my sister-in-law's and my family. What was nice is that the magnetic strip card (sorry, I don't know the right word for it), was set to function in both room, as if there was only one room.

We still moved to different rooms the next day - both rooms were connected to each other. Again, the rooms were connected.

Small things, naturally - but it is the small things that make the difference. Hotels are in the business of renting rooms to people. This is the entry ticket to running their business. Based on their target group (is there such thing, still?), hotels target different types of travellers - think of budget hotels to the most luxiourous hotels.

The rest is what makes up the experience for the traveller - the little things, as I mention. Those that make your place stand out from the rest. It is so easy to entice or thrill your customer, isn't it?


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