I visited with a new and much younger colleague recently regarding an incident at work where a Guest was asking for more than she was entitled to according to our Standard Operating Procedures. When the Guest complained further, she took it upon herself to find a solution by contacting the right People, asking a few questions regarding taking care of the Guest's needs and then following through by checking to see that she'd done the right thing.
Well, we've all been groused at before; sometimes it's justified and many times not so much.
But what I was impressed with so much is that despite being upset at the situation, our Staffer worked the problem and gave that Guest what we refer to as Second Mile Service. Of her, I'm quite proud!
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