Week-1 EOC : Great Customer Service

"Customers form expectations about the value and satisfaction that various market offerings will deliver and buy accordingly. Satisfied customers buy again and tell others about their good experiences. Dissatisfied customers often switch to competitors and disparage the product to others." - Marketing- An Introduction (Chapter 1, pg.8) 

I work as a bottle runner for a nightclub at the Palms Hotel & Casino at MOON Nightclub.  Other major nightclubs in Las Vegas treat people as just another number and often do not care about the satisfaction of their cliental just as long as they are spending money.  At MOON we are whole heartily about the customer.  Just this past weekend, Saturday night to be exact, I had a bachelor party from London in celebrating their friend’s last stand as a bachelor.  They had partied at Tao the night before and because of this arrived at our club reluctant and skeptical.  Once the bottles were ordered I made sure to introduce myself (company policy) and they were astonished that I even took time shake each of their hands.  They quickly explained to me the hellish night they had at Tao.  They went on to say they never knew their cocktail server, their bottle runner, or their securities name and that tonight at MOON, within the first 5 minutes we had all made time to come and introduce ourselves.  They then went on explaining, that they never saw their cocktail server again after she brought them their bottle, the table was incredibly messy, and someone stole one of their bottles off the table which they still had to pay for, with the gratuity.  I let them know we are not like most clubs here in Vegas, we focus on return customers by always putting the customer first, not focusing on the money being spent but the fun they are having.  With that they loosened up, ended up purchasing two more bottles on top of the agreed required amount, and were the last table to leave our nightclub that morning.  They all shook my hand (as best they could after partying hard all night) and vowed to be back in town this summer, tell everyone back home in London about MOON, and swore they will never go to any other clubs in Vegas besides the ones at the Palms.