Some people talk about great customer service. Then there are those who walk the walk.
A couple of weekends ago I attended BloggerCon II at Harvard in Boston. While there I stayed at the Charles Hotel, which is a really nice place right off Harvard square. High-speed Internet access, comfortable beds, plenty of water pressure (!), nice restaurants, etc. And while there I bought some Harvard tee-shirts for my daughters.
I left Monday morning at 4:00AM to fly back through Pittsburgh so I could spend the day with a client. Naturally I forgot to pack the tee-shirts, left them in the closet. Sigh. So I called the hotel, they searched the room, talked to the housekeeping people, etc., and sadly were not able to find the shirts. I thought that would be the end of it. No sir. Peter Davis, the hotel's service manager, called me back to ask what sizes my daughters wore, so he could go out and buy replacements!
And today I got a FedEx package with three purple Harvard tee-shirts, courtesy of the Charles Hotel. Okay people, listen up; that's service. I don't know what it cost the hotel to buy those shirts and mail them, but they now have a client for life. Any time I'm in Boston, you know where I'll be staying.
Not to mention the free publicity they'll get on my blog :)