Customer centricity is in the details: “Sorry, sir, we don’t help reservation numbers, we help people.”

Tonight, I will be staying at the Hotel Saint Sauveur with my girlfriend, her sister and family to celebrate a weekend at the seaside.

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 helpful).

He replied “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.

Written in 2011, left as it was. Where I took it later: The $2,000 rule.

Original: Customer centricity is in the details: “Sorry, sir, we don’t help reservation numbers, we help people.”, 27 May 2011. Historical links may no longer work.