Exceeding Expectations

My idea of GREAT customer service - Consistently exceed your customer's expectations. What does that mean? Who knows? One person's expectations may be different from another...BUT...when its being exceeded...you know it.

Take my recent stay at the Sheraton, for example - I fall into bed last week in the middle of the afternoon. I was so miserable as my body conceded defeat to the flu bug. I just wanted to be at home in my jammies...doggies at my feet, under my favorite uber-soft blanket.

Around 6pm I woke up and felt the need for some food. I called down to the restaurant and was greeted by John, the restaurant manager. He heard the misery in my voice and asked if I would like some complimentary soup and Sprite. It was SOOO sweet. I nearly cried...no, I did cry. When the tray arrived it not only had my meal (comp'd) but a special get well card from the restaurant. This is what "exceeding expectations" is all about.

Thank you John and the Sheraton Hotel for taking such great care of me while I am working in Kansas. Your compassion made it bearable to be sick and away from the comforts of my home!