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It makes me smile when I have an experience that shows that great customer service is still alive and well. The diamond had fallen out of my wife’s wedding ring and she needed a jeweler to repair it. She asked me to drop it off at Fey Jewelers (www.feyjewelers.com) along with a bracelet that had a broken clasp. Even though we had not purchased her wedding ring at Fey, she had gotten it cleaned there and was pleased with the results. I had also purchased a bracelet for my wife at Fey and was impressed with their service, selection and store layout. The complimentary beverages (water, wine, etc.) were a particularly nice touch. I dropped off the ring and waited to hear how much the repairs would cost. After checking with the manager, the salesperson informed me that there would be no charge for either piece. They also cleaned both items so they sparkled like new. I even got a follow up call a week later just to make sure that my wife was happy with the items….WOW! Our anniversary and my wife’s birthday are both coming up soon. I guess you know what store is on the top of my list.
September 27th, 2007
I know many of you who follow this blog think I am in love with Starwood hotel properties. Actually, its just that they seem to consistently be at the fore front of innovation among the larger hotel chains. Recently I was impressed with a new program they have called RunWESTIN. At various Westin locations you can take scenic 3 mile runs in the morning led by a running concierge. They supply the water, towels, and even a jogging stroller if you need it! I thought this was a great way to meet the needs of travelers who wanted to get some exercise but were not familiar with the city in which they were staying. For more information go to www.starwoodhotels.com/westin/workout.
August 15th, 2007
If you have ever had reason to wander into a bicycle shop, you will typically find one thing in common: attentive, knowledgeable salespeople. Now I am sure there are some snooty, pretentious bike shops out there, but I feel pretty confident those are the exception to the rule. I was reminded this week just what great customer service can look like. I recently had my bike stolen, so I am in the market for a replacement. My first stop was Kozys cyclery (www.kozy.com), a chain of 4 stores in Chicago. Brian, the gentleman that helped me took the time to explain the pros and cons of various models, emphasizing why he felt certain bikes represented the best value. He explained to me that his job was to make sure I wound up with the best bike for me. Once I zeroed in on a model that seemed to fit, he suggested that I go online since I could save $70 by printing out a coupon and bringing it into the store. Now of course I am going to shop some other stores before making a purchase, but with the type of service I received at Kozys you can guess who has got the best shot at getting my business!
May 25th, 2007
If any of you have been lucky enough to visit the Montage in Laguna Beach, CA (www.montagelagunabeach.com), you know that it is a FANTASTIC property. My wife and I decided to splurge for one night a couple of years ago, and came away thoroughly impressed. A couple of weeks ago, I was intrigued to find a small box on our doorstep with the Montage logo on it. I opened it to find a letter from the General Manager inviting us back, a recipe from the chef of their signature restaurant, and three packets of fresh spices to use when preparing the recipe. If this is how they treat guests who have stayed with them for one night, imagine what they do if you are a “regular”!
May 7th, 2007
I was already impressed with Netflix for not only taking on the goliath in their industry (you know who!), but causing Blockbuster to change their model to add home delivery and other features. But what really took the cake for me was an e-mail I received a couple of weeks back. I have one of the basic plans at Netflix that only costs about five bucks a month. Yet even though I wasn’t one of their heavy renters, the e-mail informed me that Netflix was LOWERING the price by about 10%. When was the last time a company told you that? Needless to say, they have made me an even more loyal customer…..and one who would recommend them to others!
April 24th, 2007
I continue to be impressed with American Express in terms of how they come up with new “bells & whistles” for their product. For instance, did anyone check out the online auction that Amex kicked off last week? Each day for 2 weeks, a different all-inclusive trip was featured at www.mylifemycard.com/gotravel. Destinations include South Africa, the Greek Islands, etc.. The trips become available in the morning, and the price drops every 20 minutes until someone bids for it. Now granted, the prices start out pretty high and given the income of many Amex cardholders, it may be tough for the “average joe” to snag one of these trips. But what is cool is that Amex has taken something “ordinary” (using your credit card to travel), and made it into something FUN that taps into folks’ love of games of chance. Smart thinking, American Express!
April 24th, 2007
I see that Starwood has launched a new web site called www.thelobby.com. It is meant to highlight “what’s hot” for the frequent traveler, although most of the space is devoted to various Starwood properties. However, there were a couple of interesting articles when I visited the site, including one about a neat product that works as a sun shade for your laptop. All in all, I thought “the lobby” was a good example of Starwood understanding that it’s target wants to be “in the know”.
April 23rd, 2007
Whether I am traveling or at home, I tend to make note of which companies, retailers and travel providers are delivering an exceptional experience to their current or prospective customers. Some examples that come to mind are Starwood’s Preferred Guest program, Apple Stores and Kimpton Hotels. I would love to hear which organizations others think are delivering an experience that truly sets them apart from the rest!
April 13th, 2007
