Aloft Asuncion

When I talk about customer service in my classes or my consultancies, I refer to these things. I start by telling you that I stayed in Asunción from April 4 to 6. On the 5th I went to have breakfast and among the options available there was a dish that I caught attention: some meatloaf. I tried them and they were really exquisite (they looked like the ones my mother made for me when I was little, today I'm 66 years old). When they ran out, a young lady took it upon herself to replace them with another platter and when I passed by her as she did so, I complimented her on the flavor and quality of the meatballs. Which he appreciated. The next day I went back to breakfast eager to continue tasting the meatballs but to my surprise there were none (the hotel changes the menu periodically). Anyway, the entire breakfast was exquisite, of course. When I left, as I passed through the lobby, the lady from the previous day was there along with the receptionist and I told her that I had not been able to repeat the meatballs because they were not available. She excused herself and explained to me about the menu rotation and told me, with a smile, that surely on my next stay I could eat them again. I went out to do my things and returned to have lunch at the hotel before my check out. I chose a dish to make it. I was having lunch when the waiter approaches me with a plate and with a smile says "Sir, this is courtesy of the hotel and the chef." I thanked and looked at what it was about, not without some surprise, given that I am not a regular customer to deserve that attention. What was on the plate?: Yes, my meatballs!!! The lady I have mentioned on several occasions was the chef named GUADALUPE AGUILAR, who with a smile looked at me behind the bar and then returned to her chores. I was left with my mouth open!!! I congratulate Guadalupe for her gesture, I congratulate the Hotel for trusting people like her. Have no doubt that I will comment on this experience in all areas where I have the opportunity, whether in my circle of acquaintances, in my university classes, in my conferences, in talks with my clients and surely also on my blog as a great example of what customer service means. If there were many more people like Guadalupe Aguilar in the world, I have no doubt that it would be a better place to live. It seems to me that it is a story that deserves to reach your ears. Because it is no coincidence that people have that attitude. Someone selected you, someone perhaps spoke to you about how to bring a smile to the client's heart and everyone deserves my recognition and congratulations. This is the email I sent to the General Manager of the Aloft Hotel in Asunción, Paraguay, because of an experience I had at the hotel. It was an incredible experience, and one fills one's mouth talking about it... but living it (and receiving it) is different.