Four little words, that in this age of instant and shorthand information seems to be lost. Often I hear thanks and in response to that, no problem. To me, when I hear thanks, it does not convey gratitude for my assistance, but just a reflex response. The no problem response is “I had nothing better to do, so I helped you.”
How often do we do this with suppliers? We’ve all had those reservation agents that we just want to reach through the phone and strangle. We also have that “rolodex” of supplier contacts that we know will always help us. We try diligently when we find that great reservation agent to get their extension so we can reach them again. During our hectic days and in the effort to get that quote to the client, I think we take these special supplier representatives for granted. Have you ever had one that just saved the day for you? I am sure you thanked them by phone or email, but that is generally where it ends.
I highly recommend to take some time and send a letter to the manager / owner of the company and let them know about the great service you receive from their staff. Be specific making sure to reference the agent’s name and an example of how they helped you. The company I am sure will be happy to hear their staff is doing a great job and it could benefit the reservation agent when it comes time for a job review. This small gesture will also pay off when you need to contact this reservation agent again for a “special favor”.
I recently had a group at a hotel in Maui. The group leader was literally making changes while on the plane flying over to Maui. The staff at the hotel went out of their way to accommodate all these changes and at times, bend the rules that were contracted to help make sure all these clients were happy. I could not have asked for a better experience working with a supplier.
After my group departed and I got the rave reviews about the trip, I sent a thank you card direct to those that helped me and a letter to the general manager of the hotel explaining the staff went above and beyond to make sure my group was taken care of. I heard back from the sales manager and the catering manager. They both received a small bonus because of my letter. They both emphasized to call them anytime I have guests again staying at the hotel, group or individual and they will make sure they are taken care of.
Since I sell this hotel often, this will be a great resource for my clients and me. It was just a small gesture that will pay large dividends in the future. Thank you for reading this article.