Busting My Buttons

So today I have a couple of questions for you.

The last time you received service from someone how was it?

If you received bad service, did you write a letter of complaint?

If the service was good or great, did you write a complimentary letter?

Most people will only write a letter to management complaining about the service.

Occasionally someone will take the time to write a letter praising the service they received when it was good.

I think a lot of us have forgotten how good it feels when we or our bosses get a letter praising our work.

The following letter is an example of a person taking the time to compliment someone.

For obvious reasons I have removed the letterhead, author's name and signature but the letter is real.

Harrah's Reno Sr, Management Guest Services
Harrah's Steak House Management 219 N. Center Street
Reno, NY 89501
May 12, 2009

To Whom It May Concern:

My wife and I were guests of Harrah's Hotel Casino May 10th, 2009, and I want to take time in acknowledging two of your outstanding employees who have left a tremendous impression on my wife and myself with their excellent customer service.

Mr. Tyler Wagner, Guest Services Representative at Harrah's registration counter was the first person we had met in wanting to find out if rooms were available for the night. It being Mother's Day, I had taken my wife on a nice Sunday drive for a chance to get away from our business, which we work an average of 14 hours a day.

I explained to Tyler while driving we find ourselves pointed into the direction of the mountains to the east from Stockton, Ca. As we started to see snow in the far distance we decided to travel a bit further. Before we knew it we found ourselves driving down Virginia St of Reno, Nevada. With the day almost over, and the ride back was further than we wanted to travel.

Tyler Wagner kind inquiry asked us, " When was the last time you were here in Harrah's Reno?" My response was over 25 years ago that I could remember when we also visited the Harrah's car collection.

Tyler Wagner then asked, "Well, we hope it doesn't take you that long to come back and visit us again next time." I asked him, "Well, how could you help me decide to want to come back?" Tyler responded after looking up my Harrah's Reward card said, "Well Mr ---------- I can offer you a nice room at no charge as our guest." Actually a very nice room on the 15th floor with a great view." Also just to let you know that we have the finest restaurant in the city here called the "Steak House,” just down stairs in this building, which has won many awards in Reno for their steaks."

I was speechless to be honest with you; with Tyler’s kind demeanor and professional customer service my wife and I felt special to be treated like this. We took him up on the room took our bag upstairs and did some gambling for several hours before we got hungry. That is when we decided to take Tyler's suggestion and walk down to the "Steak House" where we met John Thomas Dining Room Captain.

The professional atmosphere and the care to detail on how Mr. John Thomas wanted to take care of our comfort and service needs in wanting to provide us with a world class meal on Mother's Day for my wife was exceptional.

He took interest in us as to where we were from, to what brought us to the "Steak House". We told him Tyler Wagner; their Guest Services Rep referred us to the restaurant. John Thomas or “J. T." as he introduced himself to us was just as professional in his customer service skills as Tyler Wagner.

John Thomas mentioned to us if you ever come back give me a call and we'll make sure to make a reservation for you, and our team will be glad to take care of you.

None of these two gentlemen knew of my background and whom I do business with, and yet they treated my wife and I like we were the most important people in the building.

As a business owner myself of 4 Karate schools with over 1000 students, a Past Executive Vice President of the USA National Karate.do Federation, member of the USA Olympic Committee, and the current Sr. National Coordinator for Traditional Japanese Okinawan Karate for Disneyland Martial Arts Festivals in Anaheim, Ca., and for the Disney Martial Arts Festivals at the Walt Disney's World's Wide World of Sports Complex: in Orlando, Florida I can recognize good people.

I have worked with the management employees at Caesar's Palace in Las Vegas, NV with the US Junior Olympics and the US Open International Karate Championships in the past years held every Easter weekend. I have been privileged to meet some very' fine employees there also.

Through all of the interactions that I have with the many employees of my organization, Disney, and the members of the United States Olympic Committee Staff I have to take the time to acknowledge that Harrah's management can take great pride in the training, and the selection of these two particular employees.

They have both made me look at a possible opportunity of bringing a very large Martial Arts event to your facility in Reno if you have the accommodations in the way of a convention room large enough for 6-8 tatami mats which are 33'x33' and could provide seating for at least a 1000 spectators.

Hopefully I will have this opportunity to work with others in your organization that can help us make this event a possibility in 2010 or 2011.


Sincerely

------------- -------------

That is a nice letter don't you think? We all should send letters like that when we encounter great service.

Oh and by the way, for those readers who don't know me, the Tyler Wagner mentioned in the letter is my son.



I had to share.