I called the hotel this afternoon to verify reservations and change some last-minute details. The friendly employee on the phone couldn’t find my details instantly, so I asked him if I could help him by supplying my reservation number (a trick that normally works with hotel employees that are less helpfull).
He replyed “Sorry, sir, we don’t help reservation numbers, we help people.”, just the moment before he found my reservation.
I’m just a sucker for brands that are consistent and put people first. Customer centricity is in the details.