Recently, my husband and I took a few days off and stayed at a hotel. It turned out to be one of the best examples of customer service we’ve experienced in years.
I’ve always been passionate about improving how we serve others, so even on vacation, I couldn’t help but observe and learn from the experience.
The surroundings were stunning, and the hotel itself was impeccable. Our suite was spotless, the bed linens and towels were luxuriously soft, and we were greeted with thoughtful little gifts that made us feel genuinely welcome. But what truly stood out was the professionalism, kindness, and attention to detail from every single employee, from the van drivers to the waitstaff and sommeliers. This level of service was clearly embedded in the hotel’s culture.
We had a great conversation with one employee, who told us how happy he was working there. Beyond receiving a fair salary, proper infrastructure, and solid training, he appreciated having a life outside of work to care for his family. He had been with the company for over 10 years and had no plans to leave.
This shows me that the company is investing in its employees as a powerful tool to enchant and retain customers. And it worked; my husband and I left this experience with the feeling that we want to go back and recommend it to our friends.
It made me wonder: What’s missing in other businesses — from companies to hospitals to restaurants — that prevents them from reaching this level of service excellence? It doesn’t necessarily require a large financial investment. Often, small, thoughtful gestures make the most significant impact.
👉 Here are a few reflections and suggestions:
- ✅ Revisit your company’s values and behaviors when it comes to customers. What image do you want to project? What do you expect from your leaders and employees in terms of behavior and service?
- ✅ Prioritize onboarding and training. Use the first few days of a new hire’s experience to instill your company’s values and expectations. Leaders must walk the talk — leading by example is critical. This may seem obvious, but I’ve noticed that many companies neglect this crucial step. Employees are the face of your business.
- ✅ Care for your employees as you intend to care for your customers. Competitive salaries matter, but they’re not the whole story. Employees today want more: respect, a balanced work-life dynamic, and a sense that they’re valued. I’ve heard from many professionals who have left well-paying jobs simply because their employers didn’t invest in them or because leadership lacked preparation and empathy.
- ❌ What NOT to do: Don’t focus solely on front-line customer service roles and ignore the rest of the employee ecosystem. It doesn’t matter how polite the waiter is if a meal arrives with an unappetizing surprise due to a back-of-house oversight. (Use your imagination for what that might be!)
- ❌ Another what NOT to do: Avoid letting employees deflect responsibility when customers complain. Hearing, “I didn’t do this to you,” from an employee is not only unhelpful — it feels personal. Remember: to the customer, that employee is the company.
By Erika Molina
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