COS
NEWS
Olivier, a receptionist at a hotel in Quimper, was very annoyed yesterday. I asked him to book me a cab. No car available within the hour. I’m going to be very, very late and my day is going to go very badly.
“It’s all right, sir, I’ll take you in my car” he replies. I looked for the cameras to see if it was a video gag :-).
Of course, I gladly accepted his offer and took the time to understand how an employee with his level of responsibility (he was in charge of check-outs and it was 7.45 in the morning) could take this kind of initiative…
Could this be an isolated case of a professional with an extraordinary customer culture? He was indeed very sensitive to the respect of his mission (“to serve”), which he took very much to heart. But what interested me most was his feedback on the “team spirit” present within the hotel. The manager insists that everyone knows their colleagues’ jobs “for real”, to the point where :
- they know how their work affects each other
- they can easily help each other.
He explains to me how much the spirit of mutual aid is present and that this is why he was able to take me along. He asked the person in charge of breakfasts to manage the checkout during his absence (30 minutes).
So yes, she probably had a pretty intense 30 minutes, but she allowed her superhero colleague to carry out “his mission”.
It’s amazing how happy everyone was in this establishment. They were obviously happy to find a solution for their customer.
The posture of the superhero is an interesting one, not in terms of tirelessly providing the “extra” thing for the customer experience, but in terms of providing solutions to customer problems. Customer experience is also (and above all) about finding solutions to customer problems.
Without individual customer orientation (“I want to”) and a collective culture (“we are managed in this way”), this posture is impossible.
Long live the superheroes of the customer experience 🙂
Oh yes, I forgot! We’re not talking about a luxury hotel, just the IBIS hotel in Quimper!