Friday, September 30, 2011

Great Customer service

And you thought the wedding talk was over...now that we have been married for 2 1/2 years....wrong-o!

Just wanted to share a little experience of great customer service. We got married that the (new at the time) Westin in Edina, Minnesota. From the start we were floored by the amazing customer service that the Westin provided. When we booked our wedding, we started working with one wedding coordinator, who was fantastic, and really drew us to the Westin. However, shortly after booking our date, she left for a different job. We were heartbroken, but were confident they would find a suitable replacement. (For those of you who have not planned a wedding, the reception site coordinator is a critical player in the planning, especially if you don't hire a wedding planner. Which I did not.)

Anyways, the Westin hired a new Director of Catering, and again, we fell in love. Which is no small feat, because I am critical. Unnecessarily critical. She was amazing. In ways I cannot even explain. This woman went above and beyond what would ever be expected of anyone, to make our day perfect. She did practice runs with our vendors, confirmed and re-confirmed every detail with every vendor, she put the finishing touches on every piece, and helped and encouraged us to step outside of the box on a number of occasions. In short, this woman was a total dream to work with. And I am not an easy customer.

And on to the part of this blog post which has a purpose. 

Yesterday was Rosh Hashanah, the Jewish new year. A big day in the Jewish religion. 2.5 years after our wedding, we received an email from her:

Hi Kara and Jeremy,

Best wishes for a blessed new year for you and your family.

Julie

(And this woman is not even Jewish) 

What a simple note to let someone know you are thinking about them. Not on their birthday...when everyone and their mother writes on your Facebook wall, or sends a note. But on a different, and equally important, or even unimportant occasion. Just drop someone a note to say you are thinking about them.

In my opinion, the absolute highest form of customer service. And friendship too for that matter.  

So one more pitch for the Westin, Edina. Go there. Use them for their event services. They are amazing. 

And if you are still reading this...and want a really amazing High Holidays recipe...or even if you're not Jewish...try this Apple Cake recipe. It's amazing.

2 comments:

Rachel Rosen said...

Love that story! Way to go Westin Edina!

But where's the recipe link??

Kara Frank said...

It was hyperlinked on the words apple cake -

http://smittenkitchen.com/2008/09/moms-apple-cake/

it's awesome!