Paying Attention to the Customer's Needs

My wife of three years and I pay a lot of ATTENTION to our surroundings. My last blogs were about Customer Service. I did not give up on the topic, but I feel that the economy and the way that people are perceiving the economy are kind of disheartening.

We utilize a lot of coupons and free offers from the Casinos that we frequent and have made quite a few observations. The only people offering the great service and attention are the employees making their living from tips. This is management's fault.

I recently had minor surgery and used a coupon from a local Casino for two nights of a free room. The surgery was on my knee and I could not walk up the steps to my condo. The Valet was ever so courteous rushing to bring me a wheelchair and then the servers at our favorite video poker bar rushed to greet us as we went by. They were so happy to see us and asked when we would come down from our room to visit with them.

Then, we tried to check in. We had reservations. I obviously was not in line as I was sitting out of the way in the wheelchair. The desk clerk was rude to my wife as the first night was in my name and he needed me to check in. My wife pointed to me in the wheelchair and said that I could not walk up to the counter. He said I would have to provide the documents necessary for check-in. My wife said that would be no problem. He just displayed an attitude that was not friendly.

We did not feel that he was customer oriented toward our particular situation. All of the other employees were so gracious.

All we wanted from him was the same type of reaction from all of the other employees we had encountered was ATTENTION.

My next blog will cover more about ATTENTION, but in a totally different manner. It will cover a topic that should be on more of our minds on a daily basis.

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