Good Customer Service Means More Than You Think
This one's for the customer service professionals of the Grand Strand. Of the 14 million visitors you help each year, it only takes one to remind you just how much you can make a difference.
Donald had booked a four-day golf trip to Myrtle Beach for last March, but unexpectedly was forced to postpone his trip for a later date. Donald stayed in touch with the reservations staff at AmbassadorGolf.com, and with their help was ultimately able to reconfirm an itinerary that included rounds at Myrtle Beach National and Myrtlewood played last week.
In confirming the change of plans, the reservationist, Steve, made a simple gesture for Donald's convenience, waiving the additional $6 in charges incurred from the reservation change. What Steve didn't expect was just how much his assistance - and that simple act of kindness - would mean.
The next day, Steve received the following e-mail from Donald:
I appreciate the "freebie." Thanks to all the guys and gals at Ambassador Golf for your help on this one. The trip scheduled in March was my birthday present to my youngest son (38 years old ... what does that make me!!!).
Had to cancel when his house burned down just before our trip. He lost his girlfriend and a roommate in the fire.
Not a good time to then traipse off to go play golf.
Time does heal, and he's looking forward to the trip.
I wanted to share this story with you because I'm sure that on a "bad" day you've got to ask yourselves, "Can't these idiots make up there minds?" But you suck it up and do your job anyway. Just wanted you to know: you never know when what you do is the only bright spot in an otherwise tragic story.
Keep doing what you do.
Sincerely,
Donald
Your "Ambassador"
With their trip complete, Donald e-mailed back to let Steve know that, sure enough, he and his son enjoyed "great golf and a great stay in Myrtle Beach." More importantly, they were able to take a much-needed step in the healing process.
There's a simple, three-word phrase we've all taken for granted from time to time. For Steve and his colleagues, those three words have never meant more.
Job well done.
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