I recall back in the old days of true hotel service I was working in a luxury hotel and a guest checked in from the airport, his luggage was lost, all he had was his briefcase. It was late evening, and he had a big presentation the next day, it was late and nothing was open. One of hte staff from guest service asked the man's size and figured they were about the same size, He drove to his house and brought back a suit, a shirt, and a tie.
The laundry staff hadn't left, and the measured the man and re-fit the suit to the man, pressed the suit and the shirt. In the end the guest got off to his presentation ok, and he was very satisfied and as a result it eventually led to repeat business.
Does service like that still go on today, do we go the extra mile, do we think on our feet?
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