Comments on: Service: Genuine vs. Groveling

By: Henry O'brien

Henry O'brien — Wed, 09 Sep 2009 03:05:55 +0000

Curious! I ran across your blog by accident, and the first thing I see is West Mountain Inn. Just want to confirm that every thing you wrote about the place is true and add that one of the things that I like best of all about the place — that you didn’t write — is that there are no telephones and television sets in the rooms, just great views!

Henry

By: Deirdre Wyeth

Deirdre Wyeth — Tue, 08 Sep 2009 17:51:59 +0000

I read your piece about the inn and VT and wanted to immediately rent a car. I’ve put the name on a list of places I intend to visit.

By: David Reich

David Reich — Fri, 04 Sep 2009 15:48:12 +0000

I agree, Jeanne. Fawning turns me off. But there are some people — probably very insecure — who thrive on being fawned over.

A perfect example of how service that’s not earnest can backfire.

By: Jeanne Byington

Jeanne Byington — Thu, 03 Sep 2009 23:37:29 +0000

That is SCARY, Carolyn!

The West Mountain Inn is a perfect spot for a family with children and parents who want to change gears, withdraw from technology, and enjoy reading and playing with their children.

As I wrote, there is a TV in one of the public rooms should withdrawal be too painful. Cell phones work as do computers, [which in a way is a shame].

In winter, children would have a wonderful time in the snow–we read guest comments about fabulous snow-shoeing–and there are trails on the property and skiing nearby. And what a treat to be the center of attention on a hike with Mom and Dad in fall, followed by a cup of hot chocolate. The inn appears to be a spot where large family contingents happily gather annually.

By: Carolyn Gatto

Carolyn Gatto — Thu, 03 Sep 2009 23:09:17 +0000

In three years of reviewing hotels and resorts that market themselves as family-friendly, we’ve found only six that were worthy of an A+ grade. Genuine, caring service is a big part of their appeal and success. Every staffperson at those places fully buys into the service concept, all day, every day. No excuses. Hello hoteliers, are you listening?

By: Jeanne Byington

Jeanne Byington — Thu, 03 Sep 2009 19:32:58 +0000

Hank,

I’ve been to so many restaurants where the first words I hear are “Do you have a reservation?????” [what happened to "HELLO?"] when the place is totally empty. Quelle turnoff!!

By: Hank Goldman

Hank Goldman — Thu, 03 Sep 2009 19:05:57 +0000

If there is any profession or industry where SERVICE is the
“keyword,” its restaurants!

We recently were in the lower “Meatpacking/Upper Tribeca”
part of the Village at Christopher Street where it crosses Greenwich
Street, [in NYC] and tried a bistro that was surrounded by similar ones.

Well, the place we first went to had NO PATRONS because it was early,
about 6pm. In fact it was so early for this place that the chefs were
at one of the tables… chatting.

The Maitre’d told us we could sit at a TINY table for two, but NOT at
a larger table.

We didn’t like hearing that but sat down anyway. When the menu said
“cash only,” my response was, “Let’s leave.”

Joanie was SO happy I said that, partly because the man was borderline
rude, and in light of the fact that the place almost next door was
SO MUCH MORE accommodating…
”Oh you want a window seat, FINE. ”
”Oh, you want us to open the sliding doors cause it’s a beautiful
day, FINE”, ”we are happy to make you happy”.

And so it went the whole evening. The waiter was a young photographer
and we talked about his upcoming career.

If one is in a service business—- then for gosh sakes= SERVE!

By: Jeanne Byington

Jeanne Byington — Thu, 03 Sep 2009 18:12:38 +0000

I am laughing at your description, Mervyn!!! You should have seen me trying to buy a wedding gift at Macy’s a few years ago because the bride maintained her gift registry there. I wanted to see what I was buying, rather than simply click on an item on-line. Big mistake and never again. I fear that the sales person I had moved to furniture from fine china.

By: Mervyn Kaufman

Mervyn Kaufman — Thu, 03 Sep 2009 18:08:40 +0000

On a recent trip to California, Nancy and I splurged and stayed one night at the fabled Beverly Hills Hotel. We got a price break; we were dressed informally; we carried one bag each. But the staff was uniformly gracious; they made us feel truly welcome. I can’t remember visiting any hotel in recent years, including the Mansion on Turtle Creek (whose service was poor but nauseatingly officious) where the staff—from concierge to parking attendant—made me feel so special. It was an unexpected treat.

Service of any kind is so rare today—in retail stores as well as hotels. People are rarely being trained to deal invitingly with customers. Graciousness is like a long, lost art.

For me, the ninth floor Macy’s/Herald Square is like the ninth rim of consumer hell. That’s the furniture floor, and you could collapse and die before any so-designated “salesperson” would even notice. I remember seeing two women with shopping bags, after waiting interminably to be waited on, took seats in a dining room vignette. Only then did a salesperson approach them—not with a smile but a stern look and a sharp query: “Do you ladies need help or are you just resting?” I think if that had been me, I’d have ankled. But they stayed. Perhaps by they really were tired!