Inspiring Customer Service
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It can be tempting to give customers an alternative and more convenient option, instead of what they request. In this video, hear how Maria Garcia took ownership of customer experience and delighted one man with a soda.
Reflection Activity
View Video Transcript
Reflection Activity
- When was the last time your team provided Maria Garcia-level service?
- Did you take time to recognize and manage up the team member(s)?
View Video Transcript
00:00
this is Maria Garcia I met her six years
00:02
ago at the Orlando Marriott I have been
00:04
traveling back and forth across the
00:05
country I was in Miami and then Seattle
00:07
and I was Dallas Texas now back to San
00:09
Francisco and then I end up in Orlando
00:10
by Friday he’s off fire midnight hungry
00:13
first thing I do is I reach for that
00:15
room service man
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see a picture of a mushroom bacon
00:19
cheeseburger which as you know is
00:20
perfect for a late-night diner I get a
00:24
Diet Coke to offset the effect and it
00:27
comes up in 20 minutes that was that was
00:29
less time than they said and the picture
00:30
didn’t even do justice to this amazing
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hamburger and and the steak fries of
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golden-brown perfect everything’s so hot
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she’s brought me diagnosed I don’t like
00:41
that that’s a posse about that one thing
00:43
I like diet coke better than habeas and
00:45
then they said woman there’s a line but
00:47
lime in there maybe it tastes like a
00:48
duck even put lime button cigarettes
00:50
doesn’t matter what you put in there
00:52
there’s going to be a diet coke but
00:54
there was ice water so that’s fine thank
00:55
you for I’m so sorry and we apologize
00:57
we’re out of these inner rooms for this
00:58
kitchen and big convention it’s okay
01:00
it’s 12:20 now and thank you very much
01:02
for bringing this and I appreciate it
01:04
Julie not even 30 seconds later bam bam
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she’s knocking on my door with a nice
01:09
little diet pill there on suspicious
01:13
where’d that come from
01:17
she said I found this four floors down a
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machine I’d like to have it I know I’m a
01:22
grown man either the same thing oh oh
01:25
let me pay for that only she wouldn’t
01:27
take my money would not take him but no
01:29
one just make sure you’re happy here mr.
01:30
Schaefer she leans I’m just stunned so I
01:34
get on the phone right room sir who was
01:36
that woman that just delivered that
01:37
hammer oh that’s Maria Garcia either
01:39
she’s amazing I travel all the time I
01:40
talked about this she she deserves a
01:42
raise it should be in charge of training
01:43
this is unbelievable she did it mr. Jane
01:45
would you mind saying something for the
01:47
hotel manager yes I wouldn’t get a guy’s
01:49
extension called hi I’m staying another
01:50
fella I speak on customer service and
01:52
there’s a woman named Maria Garcia in
01:53
room service she is unbelievable she
01:55
needs to be in charge of training she’s
01:57
that put on simmers to every other hotel
01:58
employee Thank You mr. Shea would you
02:01
mind writing a letter it’s mera
02:02
international you know I was thinking of
02:08
having a hammer
02:10
but now that I’m working for you guys I
02:12
am honest yeah and the truth is I never
02:19
ate that hamburger I had a bite of that
02:21
steak fry and this story got to me so
02:22
much that I work at letter to Marriott
02:24
area and then I scribbled out a chapter
02:27
for one of our books and created an HR
02:29
training film with this scene in it I
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have done everything except married that
02:33
woman Maria Garcia because look what’s
02:38
happened from her 32nd effort down to
02:41
the machine she’s created me as an
02:42
unpaid spokesperson for Maria Garcia in
02:45
the Marriott hotel I pulled that you
02:47
probably hundreds of thousands of people
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by now six years why are we not in that
02:51
business why are we not creating such an
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unforgettable experience that is
02:55
emotional that causes other people to
02:57
talk about us and other people to
02:58
accelerate our careers that’s the
03:01
business we should be in it’s good for
03:03
them good for us
03:04
I got a follow up story to this I go
03:06
back about a year and a half after that
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with a book a tape and some letters from
03:11
clients were inspired by that story
03:12
can’t wait to give it to her if she’s
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not working there now she has left a
03:16
week earlier and take another job and
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the man just says hey look you know you
03:19
should hang on to this package and give
03:21
it to her in person you’re gonna run
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into at some point I’m sure she’s the
03:23
new food and beverage manager at our
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Boston property yeah that he surprised I
03:28
think I was the only one who ever said
03:29
anything nice about Maria Garcia you
03:32
think I ever got so much as a thank-you
03:33
from this woman no
03:39
again I’m running that company someday
