As you've probably noticed, I really loved Singapore when I went there last month (check out the link here). An entire country committed to "Service Excellence" which translates to me to the improvement of the customer experience in all facets of life from the "front line worker" (taxi driver, waiter/waitress, store clerk) to the most senior of management and government official. If you take a look at Story 2 i the entry I link to above, you'll note I had nothing but nice things to say about the Sheraton Towers Hotel that I stayed at there - one that I would recommend to ANYONE who goes to Singapore for anything whatsoever. The staff are remarkable people who could well be associated with the Ritz Carleton's "Ladies and Gentlemen Serving Ladies and Gentlemen." mission. In fact, they were such good people and so attentive, they could usurp the slogan. I'd give them permission, but I have nothing to say about it.
So imagine my surprise when last night I got the following LETTER (no not email, actual posted snail mail letter) from the Sheraton Towers in Singapore based on my filling out the questionnaire on service quality that they provided for their guests.
Read this letter
I will, of course, follow up with an email to them to discuss my concerns which were only on the quality of the food being okay but not great. The food was fine and not something I was complaining about. I gave it better than average (I think) ratings but not much better, yet here's this letter from the Director of Food & Beverage discussing how concerned they are and can they follow up. Not only "yes, you can' but it is my pleasure to be associated with an institution - a whole country and a solitary hotel - that actually cares this much. Thank you for the experience. It was amazing and I'll see you again soon.
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