One of our guests left their cell phone after their meeting. We checked the phone to see if there was a "home" number we could call to let them know we had found the phone, but there wasn't a home number listed. Instead, we called the person who had coordinated the meeting to let her know that someone had left their phone behind. The coordinator found the person and said she would come pick it up.

One of our staff members noticed that the phone was accompanied by a charger, so we plugged the phone in to charge until the owner picked it up. We figured that if she was expecting her battery to be dead, it would be a nice surprise to have it fully charged when she picked it up.

Why this is our favorite spark today:
This spark actually engaged twice. The first act of engagement was to proactively call to let the guest know we had her phone. We immediately tracked her down as soon as we found it. Had we even waited until the next day, the phone could have been lost in the shuffle of day-to-day activity. The second act of engagement was charging the phone. This was not a reactive act. It was proactive. Our staff thought about how to serve our guest even better by doing something helpful that was specific to the situation.

This spark also helped us re-think what we'll do when this happens again (and it will). Last year, we purchased phone chargers for nearly every type of phone imaginable so we'd have them when our guests' phones needed recharging. Now we have a new use for those chargers. We'll use them to charge up phones left behind so they're ready to go when they get picked back up (or when we deliver them to their owners as we often do, too).


How does your company engage with it's customers? Tell us your story by leaving a comment!