I just returned from a trip to Las Vegas and once again was amazed with the high level of service offered in the top properties.  My last service encounter was was something that happened in Vegas that CAN’T stay in Vegas!

My husband and I were eating our last breakfast before flying out.  Our group was not going to have time to eat prior to departing and we needed to pick up 6 sandwiches “to go”.  The time was 9:30 a.m.   We went to one coffee/sandwich bar in the hotel and were told that “no” there were no sandwiches available until after 11am.  This wouldn’t do as we were leaving at 10:00.

We then went into the Grand Lux restaurant where the hostess told us another “no” – that no sandwiches would be ready until after 11:00.  A young server named Malia overheard and asked if she could help.  We told her of our need and that we could not stay for breakfast unless we could get these sandwiches as we would have to spend our time looking elsewhere.  She said, “Wait right here, I will go ask a manager.”   She rounded the corner a few minutes later, giving us the “thumbs up”.  The kitchen would be happy to prepare the sandwiches for us.  She seated us in her section and earned a tip on two breakfasts and six lunches!  A win for her and for her employer!

Why is it that front-line people always know what they can’t do but rarely are taught how to “color outside the lines”?!

If you get the chance TODAY… meet with your staff, discuss one thing you CAN’T do for a customer and talk about how they can turn that around into a CAN DO for the customer…

Who knows – that customer might even write about it in their GetCommonSense Blog!