I just spent 4 nights at the Hilton Garden Inn on the west side of Sacramento, Ca. Here is what I find at the HGI's which is why I like them. Made to order breakfast, clean rooms, exercise room, free internet, and authentic customer service. Andrew and I are asked all the time, "what is authentic customer service?" It is not fake customer service. The front desk personnel at the HGI engaged in normal conversation, did not say the training and scripted "Mr. Parks" 700 times in one 4 minute check in, and actually laughed with me. In other words I felt welcome.
This morning I drove from Sacramento to Monterey, Ca. and checked into a rather high end hotel chain. I was called Mr. Parks by the car valet 3 times, the bell captain a record 7 times, the front desk 4 times to include, "Thank you Mr. Parks for being a member of our rewards program. Your loyalty is appreciated Mr. Parks."
Every thing has been in place since I got here and I have no complaints about their service.
But I don't feel welcome.
Ned Parks
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