Making the Extra Effort Creates an Experience – Part 2

Managing the customer experience requires just a little effort and very little cost to make a big difference.  It could even make someone’s day.

As mentioned in yesterday’s post, I attended a luncheon honoring the 50 Most Influential Women in West Michigan held at the JW Marriott in Grand Rapids, MI.

Now, all JW Marriott hotels are renowned for the excellence in every way.  They are truly centered on their guests and do everything possible to ensure a positive experience.

The luncheon today was attended by a few hundred people and as a result, all of the parking ramps were completely full.  This made for some lengthy lines at the ticket collection and payment kiosks in the ramps.

Here is where the JW Marriott stepped up.  To speed up the process and to prevent malfunctions in the computer kiosks, there were two well dressed parking lot attendants were on hand.  They were sliding the parking tickets and the credit cards through the readers for each vehicle leaving the ramp.  I commented that it was nice to have them there to speed up the process.  The attendant mentioned that when there is such a high volume of cars coming through at once, the machines have a tendency to encounter a glitch occasionally, so they wanted to make the process as smooth and easy as possible for the people leaving.

I found this to be extremely helpful because at that exact moment, the machine jammed.  Now, had I been there without the attendant, this would have been a frustration that would have prevented me getting to my next meeting on time.  By using some forethought, the hotel alleviated any irritation I would have had by having the attendant take care of the issue immediately and sending me on my way after wishing me a great afternoon.

It was a small effort, but it made a huge difference to me.

5 Replies to “Making the Extra Effort Creates an Experience – Part 2”

  1. Kristina,

    Thank you for taking the time to recognize the great associates at the JW Grand Rapids. This encouragement is motivating and appreciated by everyone who takes it to the next level in service each and every day.


    Norina Cadili says:
  2. Ms Evey,

    Thank you for the wonderful comment about your parking experience with us at the JW. We are always looking to anticipate any guest needs and make the process as seamless as possible. I will pass this on to our staff. I Look forward to seeing you again. Thanks!

    Joe Doa
    Parking Supervisor
    JW Marriott Grand Rapids

    Joe Doa says:
    1. Thanks for the comment, Joe. I always like to hand out kudos whenever possible because so many customers are much more likely to complain rather than compliment. I’m also very pleased that you are going to pass the compliment along to your staff. Compliments serve as reward for the desired action and give those performing the job the satisfaction of knowing they are making a difference.

  3. Kristina,

    Thank you so much for noticing the little touches our associates do. We always talk about giving that extra “One Degree” at the JW and comments such as yours are the reason we keep trying to make a lasting impression – one degree at a time.

    Let’s meet for coffee some time. Congratulations on your vibrant website.


    1. George,

      Thanks for the comment. It truly does come down to that extra “One Degree” that sets companies apart. Even something small like calling people by their name makes a big impact on the experience we provide our customers.

      I hope you come back to this site again and am looking forward to your future comments.

      Best regards,

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