YES, 100SPARKS! MAKES A DIFFERENCE TO OUR CUSTOMERS
In case our staff was wondering if our project was having any affect on our guests, the following story made the difference very clear.
One of the ways we monitor our customer service efforts is through our "guest happiness survey" that we send to every client that books one of our meeting spaces. We are used to receiving high marks on our surveys, however since we began our 100SPARKS! journey, it seems the quality of the "testimonials" has increased. Here's an example we received from a recent guest.
I have been to sparkspace before with a larger group and thought the accommodations would be perfect for our smaller group. Because I had such a wonderfully positive experience before, I nearly demanded that we use sparkspace when planning our first ever staff retreat. The staff was very friendly and helpful upon our arrival, during our stay, and as we were departing. Our room was upgraded from the Board Room to the Think Tank for free and we received complimentary breakfast. This type of special attention truly makes sparkspace "the most exciting team retreat center on the planet". My supervisor and our department director (both first time visitors) were highly impressed with sparkspace staff, the space, and all we were able to accomplish - we may not have been able to accomplish the same things at other venues.
This guest mentioned our staff or our staff's direct actions several times. That kind of service (and recognition of that service) only comes when we shift our focus to what would make our customer's experience better.
One of the ways we monitor our customer service efforts is through our "guest happiness survey" that we send to every client that books one of our meeting spaces. We are used to receiving high marks on our surveys, however since we began our 100SPARKS! journey, it seems the quality of the "testimonials" has increased. Here's an example we received from a recent guest.
I have been to sparkspace before with a larger group and thought the accommodations would be perfect for our smaller group. Because I had such a wonderfully positive experience before, I nearly demanded that we use sparkspace when planning our first ever staff retreat. The staff was very friendly and helpful upon our arrival, during our stay, and as we were departing. Our room was upgraded from the Board Room to the Think Tank for free and we received complimentary breakfast. This type of special attention truly makes sparkspace "the most exciting team retreat center on the planet". My supervisor and our department director (both first time visitors) were highly impressed with sparkspace staff, the space, and all we were able to accomplish - we may not have been able to accomplish the same things at other venues.
This guest mentioned our staff or our staff's direct actions several times. That kind of service (and recognition of that service) only comes when we shift our focus to what would make our customer's experience better.
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