Companies starting to get it again?

Alicia and I spent a enjoyable few days in Toronto doing some of the tourist things downtown. While we were there we encountered some WOW customer service moments which makes me think that some companies are starting to get it again

We stayed at the Marriott Downtown Eaton Center hotel on our arrival we mentioned that we were here for our 5th wedding anniversary Later on we answered a knock the door to find a bottle of wine and a card signed by the staff on duty.  A very small touch but very memorable I would have highly recommended the Marriott before but this just reinforces it. We have found all the staff very pleasant and they seen to enjoy dogin their jobs.

The other case showcases a company who does not get it vs one that does which occurred one evening at the Eaton Center.  I was looking for a jacket and we happened to be in Sears first.  Once we found the Men’s department we did not see any staff member around, what we did hear was a very annoying chirp from several of the security tags on some of the apparel.  After about 10 min of looking around and (rather surprising) no staff members came to take care of the alarms (or us) we left.

We then went to the Bay and once in the Men’s section a member of staff came over and asked if we needed assistance. From there a very pleasant interaction occurred.  Ultimately in the end they did not have the size I was looking for but the staff member did make some suggestions for alternate stores.  A very positive experience.  As a coincidence one of the national papers had a story about the bay and it’s change in ownership and some of the changes that are taking place.  We saw some of the in the changes to to the flagship store in downtown Toronto. If this trends includes the stores in smaller centers the Bay will become a option again.

It goes to show that the little things can make all the difference sometimes.