Good Service Pays Off

I spent three days last week at the Pechanga Resort and Casino in Southern California. It is an exceptional facility. Everywhere we went the service was fantastic.

I was there to make a presentation to the California Operator and Door Association (CODA). I arrived in a rented car from the San Diego airport about 8:30 Thursday evening. After navigating the five lane, NASCAR I15, finding the resort was in itself a rewarding experience. From the moment the valet welcomed me at my car everything was impressive. My suite was far beyond anything I would have expected. I had dinner Thursday night with my great friend, Mark Stuenkel, in the resorts Italian dining room and the service and atmosphere were both perfect. Then Mark and I headed to the casino and discovered what is reported to be the third largest poker room in the USA. The people were all friendly and even the dealers seemed happy to be at work and made us feel welcome. We even managed to win a little that night.

My presentation was Friday afternoon. The presentation room was the nicest I have ever had the pleasure of working in. It sat 175 people in tiered theatre style seats with a state of the art audio visual system. The room was probably one of the major factors contributing to what I believe was one of the best presentations I have ever delivered.

Dinner Friday night was with friends in the resorts top dining room. Everything was perfect; the service, the menu, the wine, the ambiance and of course the food.

My expectations were constantly being exceeded. They didn’t miss a detail. The big things were perfect and the little touches were amazing. Each night when I called for a wake-up the next morning, I was asked if I would like a second call ten minutes later in case I fell back to sleep. This may seem like a little detail but I have probably stayed in over a hundred hotels including some of the best in the world and have never before been asked this simple little thing.

The crowning touch to this experience is that the place was extremely busy and every guest I saw seemed to have a smile on their face. As a student of business it was great to experience first hand that truly exceptional service does pay off.

By the way: Thanks CODA, I would be honored to return to present to your association any time.