The Stars Just Weren't Alligned
I like this article by Elaine Fogel about five-star service. It puts all those five-star restaurants, hotels and what-nots on notice. You see, once you get a five-star ranking, you have to maintain it.How do you retain five-star service? It’s really not that hard, but many service organizations lose their edge. The problems start when they begin to differentiate between important customers and not-so-important folk. It’s very subtle, but when you’re in the not-so, not-so category, you know it.
This weekend, I was in a San Francisco hotel and treated in this not-so-great category. It sucked, to be frank. We were treated like pesky moths who would eventually leave. I checked the hotel’s ratings. Yup, it was a five-star establishment, but not in my book.
Attention, five-star places – everyone is an important customer. Remember it. Live by it. You can’t go wrong.
