By Jessica Gendron Williams
My husband and I recently took a short vacation to Key West, FL to celebrate my birthday. We wanted the vacation to be quiet and relaxing. We made no official plans except to spend time with each other and see what each day brings us. In an effort to have a quieter atmosphere, we decided to stay at a bed and breakfast tucked in an area of Key West called “Old Towne”. This is the oldest part of Key West 6 blocks north of the bustling Duvall St., and two blocks in from the Harbor.
We arrived the night of our check-in after all the staff had left. On the front door of the B&B was a envelope with our names on it. Inside, handwritten instructions of how to get our keys, where our room was, what time breakfast was, all the “need to knows” of the home, and a final note that said, “We’ll get you all checked in after breakfast tomorrow.” The next morning, we walked out to breakfast sad down with a cup a coffee and a man from behind the front desk says, “You must be Ben and Jessica. Welcome.” He stood up from his post, walked over to us and introduced himself as Roman and shook both of our hands. We assumed that he wanted us to check in immediately, sign our forms, get our credit card, and get on with his other duties, but he didn’t. He told us to enjoy our breakfast and that we could get to checking in later.
When we finally walked up to his desk to check in, his first comment was, “What do the two of you plan on doing today?” I was shocked. I travel for a living. I am accustomed to the first thing someone says to me a hotel front desk is, “I need you drivers license and credit card.” Roman than proceeded to pull out a map of Key West, make some recommendations of local coffee places, great restaurants for lunch, live music, and places we should see marking them all on the map for us. As I write this I smile just thinking about that moment. I felt like Roman actually cared about us and wanted to ensure we enjoyed our time in Key West.
That afternoon when we came back to cool off in the pool Roman was filled with questions about what we did, how we liked it, and if we had thought about what we wanted for dinner. He then walked us over to the dining table where he had set out menus and discount coupons for local restaurants that he loved and a stack of maps with all of the restaurant marked on it. He asked these amazing questions about what food we liked and when he talked about the different places, he didn’t talk just about the food, he talked about the atmosphere, the service, the noise level – the things that really make eating out an experience.
This level of service continued each day that we were there. The conversations with Roman grew longer and longer. We found ourselves wanted to tell Roman about the things we did, our experiences, and getting more recommendations from him. We also found ourselves just wanting to get to know Roman – and we did. On our final day as we were leaving the B&B, Roman walked us all the way outside, gave us both a hug, asked us both to come back soon, and then said, “Jessica, have a great day tomorrow (my birthday), I won’t wish it to you yet because it’ bad luck in Germany (he grew up in Germany).” My husband mentioned offhandedly the first day we were there that my birthday was on Monday – and he remembered. He remembered my birthday; he never forgot our names, and Roman, made our vacation.
We had an amazing experience at our Bed and Breakfast because of Roman’s Social Excellence (and his application of “The Four Pillars of Social Excellence”). Roman was curious about us, what we wanted out of our vacation, and how each of our days were. Roman was generous – was kind and warm and made our day and our vacation better – because he was in it. Roman was authentic – he wasn’t an overly helpful – just so I can get a tip – kind of guy and I felt like I got to know the real him. He was also vulnerable – he opened up to us about what places in Key West he liked and why, about his childhood in Germany, about his partner and his friends in Key West.
Our experience at the Heron House Court Bed & Breakfast in Key West, FL was by far the best customer service I have ever received at a hotel – and that’s saying a lot because I stay and a lot of hotels. But more than that, it wasn’t a transaction (they take our money and give us only what we paid for) it was a memorable experience full of someone caring about us. Our experience there was largely in part due to the Social Excellence of Roman. Being Socially Excellent isn’t just about recruiting people to a cause – it is about being good at your job, it’s about being a good person, it’s about positively impacting the lives of others.
I wish more people whose jobs involve customer service would take a lesson from Roman in Social Excellence – the world would be a better place.
What experience can you create for someone this week because of your choice to live a Socially Excellent lifestyle?