Back from Boston

Back home again, and two quick postscripts to my trip:

1. Another “Starbucks Moment” – at the hotel this morning I went to their Starbucks to get a coffee – the barista called me by my first name and asked me what I wanted well before I got to the counter. Wow, how did he know my name – I hadn’t seen him before. Then, it hit me – he read my name tag that I had around my neck for my conference. That’s observation folks! That company, I tell you – they just keep gettin’ it right.
2. Here’s the epilogue to my hotel story from yesterday- I’m on the road back to Connecticut this afternoon when I get a call on my cell; it’s the general manager of the hotel, calling to apologize and see if there was anything else he could do. Class act. We had a good chat and he even left me is direct phone number and promised a “fantastic experience” the next time. He won me back over – yes, I would stay there again now. That got them up to a B+. I guess it’s true – it’s not how you start the customer service experience, it’s how you finish it (no matter how bad it starts). A good lesson here.

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