Puppy's Proof Is In The Pudding At ACE
Posted by: ScottP in Whitewater Rafting, West Virginia, customer service, ACE Adventure Resort on May 12, 2010
As you probably know, we have a no pets policy on property. This blog is not about that. It is about Puppy. Wait for it.
Saturday I was at ACE doing some work. Normally, I grab a desk in the Reservations Office but it was too chaotic in there for me to get anything done. I took my happy laptop and moved to the Big Top where we have Wi-Fi service.
I chatted briefly with Denise who works the check-in window and saw the last trip getting ready to leave. Chris Stover – aka Puppy – was their trip leader. He was finishing up at Denise’s window as four guests walked up. He immediately engaged them and asked what they were up to. Lucky for them, Puppy was on it like Blue Bonnet.
As I sat there watching the whole thing take place, it was 100 percent customer service. He stayed positive the whole time, encouraging them to raft while fully explaining the trip. He didn’t rush them. He was patient.
They wanted to raft and didn’t have reservations. Puppy stopped everything and talked to them. They wanted a full day rafting trip and his trip was the last one of the day. They wanted on that trip. He sent them directly to the office where they made their reservations and paid while he waited at the Big Top to get them on the bus.
This may seem like standard customer service. However, there are so many logistics with planning a day on the river. Are there enough lunches packed? Are there enough guides? Are they enough boats? Puppy had his trip breakdown in hand and he knew specifically that they would fit on his trip. And these guests had just stopped in, not realizing the importance of a reservation. The devil is in the details.
He took what could have been a hectic situation and made it so smooth I could not help but write about it. So Puppy. I salute you.
Our goal at ACE is that every guest has this kind of experience. Share your story with me. Have you had an amazing experience you would like to share?
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