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.