I’m currently staying at the Sheraton Perth Hotel while here on work.
When I was here last (early December last year), I asked them when they would be installing high speed internet connections in their rooms. I thought they had said within the next couple of months.
When I arrived here yesterday, I was disappointed to be told that broadband was not in yet and was due in April. The fastest connection I could get on analog modem last night was around 26kbps – rather frustrating.
I was working from my room most of this morning – occasionally popping down to the seminar to see how things were going (I spoke between 8am and 9am and was not due to speak again until 2:30pm). I had the do-not-disturb sign out all morning since I didn’t want to have housekeeping come in while I was out and be only half-finished when I got back.
At 2pm when I went down to prepare for my session, I rang housekeeping and told them that it was fine to come and do my room, knowing that I wouldn’t be back until at least 5pm.
When I did get back a little after five, I noticed a slip of paper on the desk – I thought it may have been a note from housekeeping.
It took a couple of seconds to register – it was a note about work that had been done on the room – “Install internet equipment”. I looked more carefully and there on the desk (behind my waterbottle), was a cable modem all wired up and ready to go, complete with instructions !
I fired up the laptop and had a look – quite competitive rates ($24.95 for 24 hours – cheaper than normal for Australian hotels), so I connected. It’s such a huge difference from a 26k dialup connection !
I was absolutely delighted with this attention to detail. I realise they were probably installing some of these in the hotel anyway, and so it wasn’t a big deal to send the technician up to my room to get it connected. But since the girl at reception remembered by disappointment when they told me there was no broadband yet, and made an effort to see if they could accommodate my wishes – I am still thrilled.
How to give good customer service – go out of your way to delight your customers and they will remember it.
There is a reason I enjoy staying at Sheraton hotels !
Speaking of which, I’m off to my favourite – the Sheraton Towers in Melbourne next week. I must be getting close to stay number 20. Wonder if they’ll throw me a party. Might be a bit much to expect (I know plenty of people who have stayed many more times than that).
So I’m happy here with my broadband connection tonight – means I can actually get some work done !
Well done Sheraton Perth !