How customer service should be done

Live from St. Regis Deer Valley

Last week I was skiing in Deer Valley when Groupon’s terrible earnings came out. While I was skiing, I got an email from CNBC asking if I could come on air to talk about them. We tried to get me into a studio in nearby Park City, but for logistical reasons, it wouldn’t work.

I knew there was a hotel at the bottom of the hill. I wasn’t staying there, but I thought I gave them a call.

I called the concierge at the St. Regis from the slopes and asked if there was a space where I could do a Skype call for a TV interview. Jeanine said she would have to check with the manager. While I skied down, she checked. By the time I was on the lift back up, she’d called and texted me. She found a quiet space.

When I arrived, she guided me to the location. She volunteered water, note paper and a pen. She also noticed that there was music playing in the background in the room and turned it off.

That’s incredible service, especially for someone who isn’t a paying guest. I never mentioned that I’m a Starwood Lifetime Gold member. I’ll be back in Deer Valley — and next time, I plan to stay at the St. Regis.

You can watch that CNBC segment here.

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About Rakesh Agrawal

Rakesh Agrawal is an analyst focused on the intersection of local, social and mobile. He is a principal analyst at reDesign mobile. Previously, he launched local and mobile products for Microsoft and AOL. He blogs at http://blog.agrawals.org and tweets at @rakeshlobster.
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