Making it right when it went not so well.


We talk a lot in the customer service world about how the customer should be treated.  We say things like ‘Walk in the customers shoes”. “Show them that you care.”  “Put a smile in your voice.” “Attitude is everything.”  All of these words mean nothing if there is no action behind them.  In fact, with no action behind the words, the customer becomes even more agitated and frustrated with the businesses service.

Well, this experience was one where the words had action.

My son is a track athlete. He had an opportunity to compete in New York City at the Fort Washington Avenue Armory. This was his first time visiting New York. Let me tell you. He enjoyed himself greatly.  My wife and I have been to New York a couple of times each time we have enjoyed our stay (personally I could live there!). From what I can remember from the past visits the experience was good, nothing really exceptional just a fun time.

This particular experience stood out though. We arrived at the hotel around 8am on Friday. We were greeted by Amanda at the front counter.  Amanda took excellent care of us. She provided insight on how to get around the city. She gave us excellent navigation directions. She let us know which trains were running and which ones were have maintenance done. Amanda was a wealth of knowledge.

What made Amanda exceptional was she took her time getting us acclimated. Amanda is a native of New York, but she was able to put herself in our shoes so that she could understand that we don’t come to New York every day and we needed a little patience and handholding to help us succeed. Amanda did all of this with a smile on her face and a caring attitude. It was as if we were family to her and she wanted to be sure she got it right.

Since we were not able to check into our room because of our arrival time. We decided to tour a little of the city to burn some time before our son’s meet. Amanda was instrumental in providing us with some options for breakfast.  She took our number and said she would call or text to let us when our room would be available.  My wife and I ventured on to our son’s meet.

My wife has the ability with the Hilton app to select a room. Her ideal room is on the first floor away from the elevators. My wife was able to select a room fitting her requirements. We were contacted later in the afternoon to say that our room was ready.  However, were informed that the room my selected was not available because the heat was not working. So we had to decide on another room. We were not able to get a first floor room, but a third floor room was open.  Not what we wanted, but it worked out.

When we entered the room we found the following:

Here is an up close of what the handwritten (Yes, Handwritten) note says.


This completely wowed me! I was not expecting this. In fact, I almost over looked it thinking it just came with the room (You know items like coffee, snacks and such).  It wasn’t. Amanda really got it right and she owned the obstacle we encountered.  I’ll end here on a few things that went right with this experience.

AttentionWe as the customer were made the priority. We were not made to feel that we were the problem.  This is how you want to make your customers feel.

UnderstandingAmanda got it. She put herself in our shoes and related to our situation. Customers need to know that you understand them. An effective way to accomplish this  is to truly walk in their shoes.

OwnershipAmanda did not cause the room to not have heat. She did however take ownership of the problem and worked to find a resolution. Customers need to know that you as the business will handle a problem without a lot of back and forth or placing blame. (This is not a good look for a business) 

AttitudeThis is key. Having a positive attitude and showing empathy sure does make the experience a lot better even if it was not what you expected. Remember, your attitude determines your altitude.

In the end my wife and I had an enjoyable stay in New York. Amanda added to our enjoyable stay.  Amanda keep up the exceptional job. You are made for this. You are a natural! You are awesome!


Author: dbeaumont16

Known for delivering outstanding customer support to clients, David Beaumont is a knowledge seeker and results driven visionary who builds relationships with clients and peers by aiding the end-user through training and development tasks. David is a qualified support professional, HDI Certified and holds a Bachelor of Science in Business Administration, Finance from The Ohio State University. He has more than 15 years of experience in customer service, EDI and client support. You can follow him on Twitter @dbeaumont266 or feel free to comment on his blog: You can also connect with him via LinkedIn:

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s