I had to share something that happened at work last night. To set the stage: Sunday nights mid November are dead slow. I about die of boredom by 7pm. It’s about 9-9:30 at night and I’m sitting there knitting away, waiting on my shift to end. The phone rings and I do my usual script. An older man is on the phone and asks a few questions. He wants a room for this upcoming Thursday and Friday. He asks a few more questions and then asks the big one “do you have continental breakfast?” Now, I work at a branded hotel. There are two in this tiny tourist town. We have a restaurant and do not offer a free breakfast. The other one does. This is usually a deal breaker for some people. But, I said “no, we don’t. That’s the other <hotel name>” He asks if we are the one right by the downtown area. “No. That’s also the other one” He asks if their prices are cheaper. He laughs and I give a dry chuckle and explain that while we share the brand logo, we are independently owned and so I don’t know what prices they offer. He asks a few more questions and tells me he is going to call the other one and find out what their prices are. He makes a point to tell me that the hotel I work for has great reviews online. I thank him and tell him I appreciate hearing that and wish him a great night. I hang up and figure that’s the end of it. About 20-30 minutes later, the phone rings again. It’s the same man. And he makes me feel AMAZING! He tells me that he called the other place and he and his wife decided to book with me strict because of the way I spoke to him. He said my “customer service was wonderful and so much better than the girl at the other hotel”. He was so sweet and kind and I admit, I went above and beyond to get him a room that will suit his and his wife’s special needs (she is in a wheelchair) without them asking (I had to do some room shuffling to get them the room I wanted them to have-roll in shower so she doesn’t have to lean over the tub while also having a balcony view of the woods) but dammit this couple made my night! I have had so many people verbally tear my head off for things I have no control over or wasn’t even around for, that when someone is kind to me like they were I’m going to do everything in my freaking power to make their stay the best they have ever had!! THIS is how you treat people in customer service, people. You acknowledge their efforts! You tell them when they are doing good! You make them feel better about their efforts and the hard work they do! Thank you, kind couple. You made my night.