A canceled flight and rerouted travel plans brought us into Avignon around 1:00 a.m. I had called the proprietor of our small hotel while on route, so he was aware we’d be late. Avignon is an ancient, walled city, fascinating and beautiful, but severely lacking in places to park. Fortunately, I had studied in France years ago so I was able to follow directions from the owner regarding parking on the city outskirts. We brought the luggage up. Jenn and the kids stayed behind and off I went towards the edge of the city. The owner’s idea of hotel customer service didn’t include helping with the bags, but I didn’t think too much about it.
The next morning even though we may’ve overslept the continental breakfast included in our stay, I figured we’d be allowed some coffee and juice for the kids… But not so fast… I was told we had missed the 9:00 deadline! I checked my watch. It was 10:00 a.m. Thinking maybe, my French was rusty, I asked again. But in a non-sympathetic and disinterested tone, the proprietor said, “No, the breakfast ends at 9:00!” then turned away… Dying for a cup of coffee, wondering if this business-owner had even a modicum of customer service training, had ever picked up a customer service book, or even thought about hotel customer service, I realized there was not much I could do…except decide to leave as soon as possible.
We grabbed a taxi to help us find the car, went on to find a charming small restaurant for breakfast and spent a great day touring this unique little city, making sure to walk out onto the bridge of Saint Benezet, just before we left, remembering the song from my childhood, “Sur Le Pont, d’Avignon…”
We arrived at our Riad in Marrakesh (another ancient, walled city) a week or so later. Riads are former mansions turned into small hotels, most often family owned. Once again, we arrived in the middle of the night. But this time, as the huge, heavy, front-outer-walled door creaked open, I was delighted to meet a proprietor smiling and solicitous, speaking French again, but who wouldn’t let us touch our bags. He asked if we’d like to have dinner the next night and I couldn’t resist.
Before dinner the next day, we ventured into the “Souk”, one of the world’s oldest, largest and truly amazing markets. We had a wonderful time, negotiating with vendors, tasting unusual food, snapping photos with monkeys, and marveling at how well and efficiently these thousands of people were serviced.
For dinner, we were served in the downstairs living area of our 3-story suite, mostly by the owner’s 2 sons, but with well-timed visits from their dad. The olive tapenade was great; the lamb and couscous were delicious. Yet the aura of warmth and care in their hotel customer service is what made the entire evening special… I was struck by how attentive and accommodating the owner was. His sons too. The pride and enjoyment they took in seeing how happy and satisfied we were, was delightful and contagious.
One of the boys wore a “cat that swallowed the canary” grin each time he brought out a new course that he was fond of. Either nodding in approval or winking with a “Thumbs Up” while approaching the table.
Simple insistence on high quality with a relaxed manner of ensuring we were happy was the hotel customer service training I saw; all tied together by a sense of warmth and confidence. We couldn’t have been happier.
We ate out at two of the more noted restaurants in Marrakesh the following 2 nights. Neither came close to the caliber of what we experienced at our Riad Malika. The food nor the service.
If ever I get back to Marrakesh, I wouldn’t think of staying anywhere else.
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/06/17/warmth-in-customer-service/
