Question

I got the call that no husband or father wants to get. your wife crying frantically, kids crying because Mom is crying, and you are on the other side of the country feeling helpless. She was traveling with our two little kids and missed a connection in Los Angeles. She was getting the typical runaround with the airlines, and all I could think to tell her was to get to a Ritz-Carlton and it would be all right. I immediately called the hotel, and I explained the situation. I told them that my family was on their way and should arrive shortly. By the time my wife and kids arrived, the manager was waiting outside to personally greet them, he escorted them up to their room, had robes laid out for all three of them, and without even asking... send up miso soup ° In the above cases, identify two issues that make the customers think that they have been getting a memorable service? Explain why do these issues lead to the exceptional experience

Answer 1

In this case, first scenario was when they missed a connecting flight and got turnaround connection with the airline even though quick turnarounds are crucial. As she was travelling with the kids therefore instead of waiting at airport for next flight getting to Ritz-Carlton on turnaround flight lead to the exceptional experience for them.

Second scenario, is when the Hotel Manager personally greeted and escorted them to their rooms and send up miso soup as they were already panicked due to missing connecting flight therefore getting a memorable service at hotel made it a exceptional experience for them.