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It Is All in the Details

It Is All in the Details

Yesterday I arrived in Bogota, Colombia and upon arriving to the hotel I usually stay in I was greeted with a nice detail. Turns out on my last trip I had forgotten a t-shirt in my room, so when the hotel staff found out that I was coming back they had my t-shirt waiting for me all nicely folded and laundered. I didn't even know that I was missing a t-shirt, but I thought it showed great attention to detail and service. As I do often when I experience great customer service from a company (applies for bad customer service, too) I tweeted about it.

Here's my actual tweet:

Sofitel Tweet

After that I didn't give it much thought, even though the experience had created goodwill with the Sofitel brand. Later that night when I got back to my room, to my surprise, I found a basket of cookies and a handwritten note from the General Manager of the hotel thanking me for the tweet regarding my t-shirt.

Here's the note:

Translation:

Bogota, June 7th

Dear Mr Camu,

Thank you for the message sent on Twitter were you mention the T-shirt incident.

It pleases me to know that you are well with us and I am at your service for anything that you may require.

Mario Leite Oliveira

Now that's what I call paying attention to details. Not only does this completely make me a Sofitel fan, but it also taught me a great lesson in customer service, listening to your customers and payng attention to the small details.

Thanks, Sofitel Bogota.

Posted by Ramir Camu on 06/07 at 10:20 PM in BusinessSocial Media

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