Branding, Real Estate, Remarkable Service, social impressions

Can you pass the “Concierge” test?


“Mouth watering chocolate chip cookies! 
~ My pleasure! “

Cookies!

Recently I was traveling, and I was staying at a familiar business-class hotel. Each afternoon, the hotel baker brought a large, irresistible tray of freshly baked cookies like these to the concierge desk.

When I returned to the lobby at the end of my workday, I walked up and selected a cookie. As I did, I made the comment that I had been looking forward to this special treat all day.  What happened next really surprised me. 

The concierge just glanced up, gave me a cursory nod and a brisk “no problem,” and then his eyes reverted back to his computer screen. 

Whoa!!

All that effort by the company into baking fresh cookies, and the goodwill was gone in an instant. This concierge was unconscious, and THAT was a problem. 

Are you unconscious in your communication with clients? 

I would like to propose an alternate ending to this story.  The concierge glances up, hears my comment, smiles and says, “My pleasure. Enjoy!”

I am on a personal mission to wipe out the phrase ‘no problem’ from the service industry. 

Everyone can try this: Look in the mirror and say “problem.”
Now, look in the mirror and say “pleasure.”
Which one makes you smile?

If there is no problem, don’t bring one up.

Just smile, and be sure to say, “My pleasure!”

***

(If you like this post, share widely.  Thank  you!)

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One thought on “Can you pass the “Concierge” test?

  1. Great observation Janet. It’s about being mindful and in the moment (Thich nhat hanh teaches this) And most people are too busy with other stuff to realize that they have something important in front of them. I am guilty of this too sometimes.

    We just need to try to be more aware of our “now” moments instead of this other thing I’m busy with.

    Great post!

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