The reason that Priscilla and I have been staying at La Playa hotel in Carmel California for 20 years is that they provide real service. Today many organizations seem to think that service is being friendly and nice. That is a part of service but not the most important part.
Real service is the competent delivery of services that you say that you provide.
When we arrived very late at La Playa after a long day of travel from Orlando their restaurant was already closed. We were late because I got lost. Priscilla was right that I missed the right exit, but that is a story about listening for another day.
Here is how check in went….”Mr and Mrs Cockerell, I am sorry that our restaurant has closed for the evening but here are direction to two restaurants just down the street on Ocean Avenue. I will put you luggage in your room while you go dine and when you get back just pull your car up and give me the keys and I will park it for you so you can get right to bed after your long day.”
When did this kind of service happen to you last? Ever or never?
This hotel always has free coffee in the lobby early in the morning and when you order room service it comes within 10 minutes for breakfast and no longer than 15-20 minutes for dinner and the food is always excellent. And they do not price their food at outragous prices like most big hotels do. They also have a big selection of newspapers that are free in the morning.
Priscilla and I pick small and get big. We like hotels where you get real service and where check in takes between 60 and 120 seconds like it does at La Playa.
As I write this, I am looking out at the Pacific, the weather is a great 65 degrees and I am putting on my sweater to head down to the bar for a nice glass of red wine which is moderately priced and has the best burger sliders I have ever had.
The landscaping with unbelievable flowers and gardens is another part of the magic.
Tom Glidden the General Manager has been here for as long as I can remember and he is Creating Magic day in and day out for his guests. If you want to see how good your operation could be, then come and stay here and then go home and figure out what you need to do to be as good as you should be……We are off to Napa in a few days and I will give you a report on another of our favorite small resorts that delievers big…..Lee
PS: Don’t tell people how big you are like Delta and the new United and Continental airlines likes to do. Nobody cares how big you are….they want to know how good you are. Delta and United are big for sure but in my personal opinion they are not good. When I hear companies saying how big they are that is my signal to not do business with them. Bank of American is huge but in my opinion not good. There are lots of examples but I have to head down to the bar now before happy hour prices are over.
If you are in the service business make sure you are providing real service because if you do not Serve Us You Will Lose Us……Lee
Providing real service vs. lip service.
I wonder what kind of advertising budget they have. This free word-of-mouth advertising is just as valuable as a million dollar advertising campaign.
David
You’re right!, as my opinion for any kind of business who decide what’s big o not, is the customer! as I learn one time, just do what you have to do!, dont think that one day you want to be big, just stay focus on the present meantime your giving your best to your customer, so they can become loyal to you.
In the airline market, as your were talking before, for me an example of high quality, is Lan Chile, they can consider big, BUT! they focus in give their best to all customers, no matter you are in first, business o economical.