Tuesday, October 11, 2016
The Four Seasons' Palm Beach Resort: Real-life Example of Superb Customer Service During Hurricane Matthew
Last week, I was in Palm Beach, at the Four Seasons, for a conference. I had attended the conference last October, so I knew how great the Four Seasons was, in terms of room and service.
However, this year's conference turned into an adventure.
Because of Hurricane Matthew, our conference was cancelled at noon of the first day, after the hotel made the decision to close for the safety of guests and staff.
At that point, we were all in a mad scramble to change flights, and find some way home. Airlines' websites were unresponsive, their hotlines putting us on hold for hours, and flights being cancelled left and right.
It was at this point, under adversity, where the Palm Beach Four Seasons' staff, especially the concierges, really shined. They calmly worked with us for hours, helping us make arrangements.
When, later in the evening, Palm Beach ordered a mandatory evacuation, the Four Seasons booked all the remaining guests into the Hilton by the airport, and made the transfer seamless.
I, for one, can't wait for next October's conference, and a return.
I've mentioned in previous blog posts that crisis and problems, even though we do our best to avoid them and hope they never happen, do occur, and they provide the real opportunity for the customer-oriented innovative companies to distinguish themselves from the pack.