I have learned a great deal about client service from my experiences staying in hotels.
During the last week in June, Nancy and I visited McCall, Idaho, a beautiful town I heartily recommend.
Our room was really impressive. I remember the room number and we’ll ask for that room next time we visit. Here is the view from our balcony.
I have been in law firm offices with great lake views, including several Toronto offices. But, most law firm offices can’t match the Shore Lodge views. But, you can match their service.
Keep in mind we were only staying one night at the hotel.
When I booked our golf package in April, I received an email titled: We are excited for your arrival to Shore Lodge. The email included a section on planning our stay and invited us to contact the concierge for help.
A few days later I received a call from the concierge to set up our golf tee time at Whitetail Club.
A few days before our arrival, I received a second call from the concierge, just calling to ask if we had any special requests or if she could answer any questions we may have.
When we showed up at the Whitetail Club, a young man met us and took our golf clubs and offered to park our car. When we went into the pro shop, we met Todd who I assume is the golf pro or one of them. He helped us find everything including the driving range and 1st and 10th tees.
At the conclusion of our round he met us to get our feedback on our round of golf and the young man offered to get our car and bring it to us.
Even though it is expensive, we will definitely go back to the Shore Lodge and definitely play golf at Whitetail Club. The hotel and golf course are magnificent, but the service is what will bring us back.
What can your law firm learn from our experience? I’m sure there are many things, but one of them is to make each client, no matter how big or small, feel like they are the most important client the firm will ever have.