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Customer Service with Understanding and Compassion

15th August 2019

By Mo Yusuff

An email popped into my inbox last week.

It was from Tyrone, a friend of mine who recently had a copy of my book and is now receiving regular emails from me.

One he received last week touched him, he wrote:

“Mo! That should have come with a Tissue warning…”

It’s a very powerful story about understanding your customers and delivering exceptional customer service.

You may have already seen it, but I thought I’d share it with you again.

“A man and a young teenage boy checked in to a hotel and were shown to their room.

The two receptionists noted the quiet manner of the guests, and the pale appearance of the boy.

Later the man and boy ate dinner in the hotel restaurant. The staff again noticed that the two guests were very quiet, and that the boy seemed disinterested in his food. After eating, the boy went to his room and the man went to reception and asked to see the manager.

The receptionist initially asked if there was a problem with the service or the room, and offered to fix things, but the man said that there was no problem of that sort, and repeated his request.

The manager was called and duly appeared. The man asked to speak privately and was taken into the manager’s office.

The man explained that he was spending the night in the hotel with his fourteen-year-old son, who was seriously ill, probably terminally so. The boy was very soon to undergo therapy, which would cause him to lose his hair. They had come to the hotel to have a break together, and also because the boy planned to shave his head, that night, rather than feel that the illness was beating him. The father said that he would be shaving his own head too, in support of his son.

He asked that staff be respectful when the two of them came to breakfast with their shaved heads. The manager assured the father that he would inform all staff and that they would behave appropriately.

The following morning the father and son entered the restaurant for breakfast.

There they saw the four male restaurant staff attending to their duties, perfectly normally, all with shaved heads.”

P.S. That really is a great example of going over and above what’s expected of you when it comes to customer service together with understanding and compassion.

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