I was having my van serviced at my favorite location and planned on using the quiet time to do some work while waiting. Unfortunately their Wi-Fi was out and I was unable to get online. The timing was not good as I had a consulting  contract and a new proposal that needed to be sent to a new client for their immediate review. I had to quickly find another location that had internet service.

Fortunately there were a couple of hotels within walking distance. So I grabbed my bag and headed to a well known hotel chain. I walked up to the front desk, explained my situation to the clerk, and asked if they would be so kind to allow me temporary use of their Wi-Fi. The clerk asked me if I was a hotel guest. I said no but was just in need of using their service to get a couple of important e-mails out to my clients. She then proceeded to tell me that their Wi-Fi was for hotel guests only. I told her that I understand their policy but could she help me out. To my surprise, she stood her ground and said she could not. “You can’t be serious!” I replied. “Can I speak to a supervisor?” She said her manager had gone out to lunch and then would be out for the rest of the day attending a meeting. I asked her again and she said she was sorry but their was nothing she could do. Nothing she could do?

I have to tell you I was shocked! I’ve spent 25 years managing hotels and wouldn’t dream of my staff treating a potential customer that way. Did I look like a homeless person off the street? I don’t think so since I was dressed business casual caring a small computer bag. It certainly wasn’t going to cost the hotel any money to let me use their service.  I left and went to another hotel across the street in hope of a different experience.

The hotel was also a national chain and I went up to the counter and spoke to a clerk named Rhonda. I explained to Rhonda my situation and she immediately empathized and showed a caring concern. “I am so sorry. Absolutely.” Rhonda said. “Let me give you the access code and you can make yourself at home in the breakfast area”. Wow! What an opposite contrast and difference from my encounter at the previous hotel. A few minutes later, Rhonda approached me and asked if I was able to get on the internet. I told her that I did and thanked her. She said it was her pleasure and for me to help myself to a fresh cup of coffee. Again I thanked Rhonda for her kindness.

I will let you be the judge. Which hotel provided the best experience? Which hotel employee truly cares about serving others? Which hotel employee would you like to have working for you? Now for the big thousand dollar question. Which hotel do you think I would gladly recommend to friends or clients? The answer to all of those questions are pretty obvious yet why do some businesses not get it? I understand that following policies are necessary but to what extent does it become a poor business decision?  Follow policy or provide a compassionate experience to a potential customer who could provide the opportunity to bring in future business? Not to mention the good will. Rhonda didn’t create any miracles. All she did was to care and it made a BIG impression on me.

Sometimes we think of the worst consequences of what might happen if we go out of our way rather than do what is best for the customer. Will others take advantage of us if we allow it to happen. This by the way, is not necessarily an employee problem. Leadership has a way of making up these rules that become either etched in stone or misinterpreted by staff.   Every business can provide a little caring kindness once in a while to create a positive image and reputation in their community. I often share this message with my clients and in my presentations:

“You never know where your next customer is coming from so don’t do anything to prevent your next customer from coming.”

Make every act of kindness an opportunity and you will always have customers coming to your business. Now that will be magical! 

Always Wishing You Magical Success!