Hope everyone is enjoying their day and I hope your week was productive and you had some fun along the way. I wanted to share a great customer experience that I had with the Staybridge Suites in Cleveland, Ohio. More specifically the location at 6103 Landerhaven Dr, Mayfield Heights, OH 44124.
Where were in Cleveland for a sweet 16 party and we need a place to stay after the party was over because we were spending the night. We called ahead of time to reserve the room. What we asked for was a room that had either two queen beds or one queen and a pull out (for my two sons). Well, the lady on the phone explained that she did not have a room with 2 queen beds, but she did have a room with a queen bed an a pull out (sofa bed). Great! we said we would take it.
We were all in the room and it was about midnight (way past my bedtime). The boys were getting ready to get the pull out set up so they could turn in for the night. When the cushions were removed what did they find! Well, you guessed it. It was just a regular sofa no bed inside. Clearly, a mistake had been made and we were tired. I went to the front desk to see how this could be corrected/fixed. I was thinking in my mind of options in the event a solution could not be given.
When I arrived at the front desk the lady asked how could she help me. I said to her. “We have a small problem and I hope you can fix it.” I explained to her that we were told that we would have a queen bed with a pull out bed and that is not what we have and there are 4 people in the room. Concerned was her expression. She pulled some information up on the computer screen and said back to me “No, there is no pull out in that room and I’m sorry that this has happened to you.” Now, what happened next was excellent. This lady/ customer service professional never even told me what she was doing she just went to work. When she was done she said to me ” We don’t have any rooms with a pull out, but we have the room right down the hall with a queen bed and your guests can move to that room.” She apologized for the inconvenience and said that the room would be at no charge to me. She had the key cards already coded for the room and she placed them in my hand.
The world was alright with me. A couple of things happened here. She never interrupted me while I was speaking , she heard me out and empathized with me, she found a solution to my problem, she took ownership of the problem. and most importantly she anticipated my need. I never had to say or give what I thought the solution should have been to my problem. She got it all the way right. Staybridge Suites did an amazing job in getting it right with the customer.
Thank you for taking the time to read my blog please share if you found it interesting and helpful with your customer experiences.