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Posted by Natalie Petouhoff on April 9, 2009
I was getting ready to go to the Web 2.0 Conference in San Francisco on April 1st when I realized alot of the hotels were already booked. Not sure where to stay, a friend suggested I call the Pick Wick Hotel. If you haven't met me before, you know I believe companies live or die by their customer service. They had rooms. Whew! Holding my breath I asked the price. It was $108.00. I asked if the price included a bed. They laughed.
I looked at the schedule again, I saw that Forrester Senior Analyst Jeremiah Owyang was speaking on Wednesday morning. Wanting to support my colleague, I thought I would check to see if they had rooms for Tuesday and Wednesday night. Thursday was Clara Shih's book signing party. Friday I was scheduled to meet with Lithium and Jive. There was more to do than the time allotted. Yes, they did have rooms. Wow! And — drum roll... the price was $84. Every night I added, the price went down. I asked about wireless internet. Yes, they had it and it was free.
Every time I asked a question, I was surprised by the answer. They were fun, nice, and I got everything I needed. The hotel was cozy and I slept well.The conference was great. I'll write more about the conference soon, but what I wanted to focus on was — how surprised I was by the hotel accomodations. I was also surprised that I was surprised.
So my question for you is....
Wouldn't it be an interesting world if we weren't surprised when customer service was extraordinary?
Write me back — I want to hear your stories — about good (or bad) customer service experiences. Don't spare any details. Your examples just may end up in my research!