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You Had Me At "Welcome!"

I've just returned from a four day business trip to Memphis.  I stayed at the Memphis Downtown Sheraton (which at one time was a Marriott property). Sheraton Memphis

One word about the service:  Exceptional

From check in to check out everybody from the front desk the the valet to the bellmen to the folks that cleaned the rooms and served the food. It was the very best I've experienced.

Sure, most folks in the hospitality industry get it when it comes to customer service and they say, "Good morning!" and they say, "Yes sir!" but rarely have I run into so many people who simply opened up and...talked.  They talked about their jobs, their family their work, their church. They took time to have a conversation with a complete stranger.

One of the employees and I talked about the Memphis economy and how it feels like it's passing many by. "I'm not complaining but it's rough Michael. Really tough to make ends meet and I work two jobs."

I listened.  At the end of our brief conversation he said. "Mr. Libbie, thank you for listening and for caring. I really feel better."

People...really good people doing really good work, hard work.

It was great to meet every one of them.  It was great to move them out of "hospitalilty workers" and into...people.  Plain folks who are doing the best they can.

How about you?  Your thoughts?  Have you had the opportunity to experience amazing customer service and...at the same time...get a chance to look beyond the name tag?   Let me know?  I'm interested.

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Insight Advertising, Marketing and Communications is a full service advertising agency based in Des Moines and the fuel that powers Insight on Business the Daily Business News Broadcast.

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