We felt truly cared for and that's something that anybody can do, no matter what your position or role with a company. While our experience started out disappointing, it finished with us being blown away, all because of one employee and how he made us feel.
There were no cribs or pack in plays on property.but Quentin took it upon himself to help solve the problem for my family.įor companies, when things go wrong, that's often the best opportunity to create a raving fan. Most people would not have seen the solution. How you do that? You listen carefully and respond creatively. But Quentin, wen't all-out to make sure we were taken care of.Īs Andy Stanley says, "Do for one what you wish you could do for many." This level of care and ownership is not something I've seen often from a front line employee. He then set everything up in the hall before knocking on the door. He shared with me that right after we talked in the hall, he got in his car and went to Wal-Mart and bought the pack and play and baby stuff. I was so impressed, and had to ask how he made it happen? I was shocked and thank him profusely and asked him his name. Thirty minutes later, I get a knock on the door and the same young man is there with a pack and play already set up and a carrying case of baby soaps, shampoos, baby lotion and diaper cream. I told him I was just concerned about my baby sleeping at night. Walking in the hall, I saw a young man with a Hampton Inn shirt, carrying waters, and I asked him if there was any chance they had any extra cribs or pack and plays. So Emily and I got extra blankets and sheets and set up make shift beds, but I was still worried about our baby. They told us that unfortunately, they did not have any available. We asked for a pack and play for our one year old to sleep in that night. We understood that things happen and we just needed to adjust. We had a two queen room set for our family, but obviously something happened with the reservation. Now, we had booked over 60 rooms for our team and staff at this hotel months in advance. When we arrived in the evening, the front desk manager notified us that unfortunately they only had a King bed room available for us. This past weekend, Emily Cole and I were traveling to our third stop on the Savannah Bananas World Tour with our three kids under four years old.
I'm still blown away by this young man and what he did for my family. Meet Quentin, a real customer service superstar.
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