My Client Gave Me 3 Levels of WOW Customer Service!

IMG_0228

Last Friday I had the great pleasure of delivering 2 half-day workshops to a wonderful new client, Silverstein Properties. Silverstein Properties is a full-service real estate development, investment, and management firm based in New York. I fell in love with this client from our first conference call. My primary contact, Andrew, has a real spirit of service. He arranged interviews for me with the principal managers so that I could indeed get to know the Silverstein culture, goals and challenges. He meticulously worked behind the scenes on so many levels to help me be great.

During my stay in New York City, Silverstein gave me super impressive accommodations in a corporate apartment. The apartment deco was just fantastic, and it felt like home away from home. I stayed at the corporate apartment the night before my workshops. During a break during the morning workshop, the head of Corporate Housing, Katrina, asked me how my stay had been. I told her how much I loved the apartment layout, interior design, amenities, concierge, and location. Katrina asked a few follow-up questions to ensure that my expectations had been met and exceeded. There was one little problem I experienced. I couldn’t get wifi. I was hesitant to tell Katrina because everything else was so fantastic and I didn’t want to “complain” about this one little thing.

The first WOW. Katrina could tell I had something to share.

Katrina picked up on my body language or hesitation and probed politely until finally, I told her about the wifi issue. She apologized genuinely and assured me she’d have the wifi taken care of before I got back to my apartment. Her response made me feel good about giving her the feedback.

The second WOW. My problem was fixed at lightning speed.

I finished the first workshop, enjoyed lunch with the participants and set up for the second workshop. Right at the start of the second workshop, a lady, Sarah, walked in, introduced herself and told me that she had just left my apartment and fixed the wifi. Apparently, a cable had been unplugged from the modem. My reaction was “WOW!” Talk about responsive!

The third WOW. Wine and Chocolate.

Then, get this, I get back to my corporate apartment, and a bottle of wine and a basket of goodies await me, along with a note from the business apartment staff.  If Silverstein treats its tenants this way, and I’m sure they do, tenants will never want to leave their properties!

Was This Helpful?

I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s