ServiceStories-January31,2012

This week's stories!

Well it looks like six more weeks of winter, Punxsutawney Phil saw his shadow and scampered back into his burrow. That’s just fine with us, it may be cold outside but we are toasty warm inside enjoying the relaxing waterfalls of the Roman Spa. There is still time to treat your sweetie to the ultimate romantic escape with our Valentine’s Day Package.

• Jeremey was bringing linens down to laundry when he noticed a guest who was having difficultywith the fitness vending machine. The machine was jammed and she really wanted a gatorade. Jeremey went back up to the office and got the vending machine keys and fixed the jam in the machine. The guest was delighted as she was able to get the drink she wanted instead of just her money back.
• One of our guest's was discussing our environmental polices with Janet. She commended the resort on its achievements but was a little disappointed with the size of the recycling receptacle in her room. Janet apologized to the guest and told her that she would make sure for her next stay that a larger receptacle was placed in her room. Janet then recorded this on her paperwork for the day so the guest's preference could be added to their profile and the guest would receive a larger receptacle each stay.
• There is nothing worse then missing the begining of a movie and trying to figure out what was missed in those first few moments of the story. Kyle was starting the movie for guests in the theater room, one of the guests had forgotten his hearing aids back in his room and returned to his room to get them. As they were the only guests in the theater room, he delayed the movie so that they would not miss the beginning and stayed to make sure that the volume was comfortable for the guests.
• There is nothing like a hot cup of coffee with your morning crossword puzzle. Tracy noticed that one of our repeat guests was due to arrive. Knowing that the guest enjoyed the lobby each morning and her crossword puzzle with a cup of hot coffee, she placed a coffee mug with assorted coffee and hot chocolate for her to enjoy with her crossword puzzles.

"Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1"  - Stew Leonard, CEO Stew Leonard's

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-December6,2011

This week's stories!

It’s the most wonderful time of the year! It’s almost here, Christmas by the Sea and we want you to join us for all the festivities. There is still time to take a mini escape from all that wrapping and holiday baking and pamper yourself.  If you still have shopping to do stay with us and receive discounts towards the Kittery Outlets. Still not sure what to get them for the holidays? Meadowmere Resort gift certificates are a great holiday gift, treat that special Santa to a relaxing vacation.

• Guests were celebrating their family gathering for the holidays. Janet noticed that they had a small tree set up in one of their rooms. She retrieved a box of chocolates and wrapped the gift for the guest and left it for them undert their tree so that they would have a special treat to enjoy when they returned.
• Many families celebrate with us this time of year. One of our repeat guests was in charge of planning her family's gathering for the holidays and was very anxious about her dining options for her large group. Sheila was able to assist the guest and make arrangements for her to have a private location and talked with her about all her different options. The guest was able to relax and the holiday gathering was a hugh success.
• One of our top guests returned for another stay. Tracy wanted to thank them for their loyal business and wish them a happy holidays. She placed some festive "moose munch" popcorn mix and a holiday card in their room welcoming them back to the resort.

"Always remember - take care of the customer, take care of each other, take care of yourself."  - Unknown

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-November29,2011

This week's stories!

Our gingerbread family is awaiting your arrival! Don't forget about our annual "Miracle on Main Street" contest, give us your best guess of how many of feet of garland we used in this year's holiday decorations. Come and join us for the holiday festivities and the bonfire at the beach at this year's Christmas By the Sea Festival. Make plans to ring in the New Year with our New Year's By the Sea Celebration. Give them the gift of memories to enjoy for years to come with a gift certificate to the Meadowmere.

• Leftovers are the best part of Chinese takeout. Janet noticed a guest checking out of one of our Luxury Suties, as he was carrying his items to his vehicle, his paper bage with Chinese food began to rip.l She gave him a sturdy plastic bag and assisted him with his leftovers. The guest was so impressed that they mentioned it at check out and commended Janet on her customer service.
• We live in a technology driven world and it is important to stay in touch even while traveling. One of our guests was having difficulty connecting to the internet on her laptop, she needed to check her e-mail and was walking through the hallway looking for an internet signal. Jeremey approached the guest and inquired if she needed help. He was able to connect the guest to the internet, she was very happy that she was able to check her e-mail from the comfort of her own room.
• One of our guests was at the vending machine but had forgotten his wallet in his room. Guest was trying to purchase a water. Janet noticed the guest in the hallway and offered her assistance. She purchased the water for the guest. Guest was extremely grateful and impressed with her kind gesture.

"Here is a simple but powerful rule: always give people more than what they expect to get."  - Nelson Boswell

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-October24,2011

This week's stories!

OgunquitFest was so much fun we are already looking forward to next year’s! Thank you to all who came and cheered on our winning bed race team. With October coming to an end this means Halloween and the spooky catacombs of Ogunquit, don’t miss out on your chance to shriek in delight at the Ogunquit Village School October 28 and 296-10pm. Also coming up at the end of October is Ogunquit’s Restaurant week October 30 to November 3, come and taste the best of Ogunquit.

• Birthdays are always special. Janet was cleaning one of our luxury suites when she noticed on the arrival listing that it was the guest’s birthday. She placed swan towels on the bed with a “Happy Birthday” ribbon for the guest’s arrival. The guest was so happy and impressed that she wrote a note to Janet thanking her for the birthday wishes and for making her birthday trip a memorable one.
• Wouldn't it be nice if you could be on vacation all the time? Or at least take home that feeling with you. One of our guests approached Tracy at the front desk and inquired about where we purchased the bedroom set in our luxury suites. She told the guest she was not certain but would inquire and let them know. She then contacted the housekeeping supervisor to inquire about the manufacturer of the furniture set. She was able to find out that the set was from Broyhill. She gave this information as well as the name of the furniture set and suggestions of where the guest could order the furniture from. The guests were delighted and could now have enjoy a memory of their vacation at home.
• "Hey where did they go?" Janet noticed a guest in the main building hallway who appeared to be looking for someone. She asked if she could be of assistance and the guest admitted that she was supposed to meet her friends in the Roman Spa but didn't have a clue how to get there. She walked the guest to the Roman Spa but her friends were not there, she then escorted the guest to the indoor pool to search for her friends there. The guest's friends were there lounging poolside, awaiting the arrival of their friend.

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral."  - Rick Tate

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-October11,2011

This week's stories!

OgunquitFestis next weekend! With the cooler weather this fall come and warm up with a hot cup of apple cider and enjoy that all festivities that Ogunquit has to offer. There is sure to be something for everyone from the high heel dash to pumpkin decorating and Catacombs. Come and watch the Meadowmere team defend their title for fastest bed in this year's bridge to beach bed race. Don't forget Ogunquit Restaurant week October 30th through November 3rd, yummy!

 

• Wardrobe malfunctions always happen at the most inopportune time. While getting ready for a wedding one of our guests was having difficulty with her dress. Sophia was working in our Main building when she overheard the guest inquiring with other wedding party guests if they had a pin. She looked through her purse and was able to find a pin for the guest to use. The only problem was that the guest needed two pins to make the adjustments to her dress. Sophia was on the search, she was able to find the guest another pin and saved the day! The guest was so happy that she gave her a big hug and thanked her for her help.
• Elfreda was finished her work for the day and returning home when she noticed a guest in the entrance way who seemed lost. She approached the guest and inquired if she could be of assistance. The guest was lost and unable to find her room. To top things off it was raining and the guest seemed apprehensive to venture out into the inclement weather and get soggy. She verified the guest's room number and escorted the guest with her umbrella to her room. She also took the time to show the guest where the breakfast would be served the next morning.
• A father was traveling with his two little girls and was unable to locate his room. Timmeea was finished with her work for the day and noticed the frazzled father in the parking lot. She inquired if she could be of any help, the guest admitted that he was having difficulty finding his room. She showed the guest where his room was located and advised him where to park and where the  elevator was located.

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution."  - Rick Tate

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-September14,2011

This week's stories! 

It's beginning to look alot like fall here at the Meadowmere! Cornstalks are up and the pumpkins are placed, and our hayman Gordy goes up this week. While were were busy getting ready for fall we didn't forget to take some time to enjoy a cup of hot apple cider. Soon the leaves will be changing and OgunquitFest will be here, fall is the time for festivals in Maine!

• Tracy was speaking with a guest on the phone who had to rebook her Spring stay due to illness.  The guest's two little boys were looking forward to their trip to Ogunquit and were very disappointed when the trip had to be cancelled in the Spring. The trip was a special birthday present for the two youngsters. Tracy wanted to make their trip even more memorable so she placed candy and souvenirs in their room prior to arrival. It was a great surprise for the young guests and their mother was beaming about how happy her two boys were.
• From time to time people can get turned around in our resort. It may be from all the relaxing that we forget our sense of direction. Jack was working at the front desk early in the morning when he received a call from a guest who could not seem to find the continental breakfast. The guest seemed a little frazzled so he went down to the room and personally escorted the guest to breakfast.
• Janet was looking over her room assignments for the day when she recognized a couple that  visits every year. She remembered giving them directions to Freeport for shopping and that they enjoyed her dining recommendations. She greeted them in the hallway with a happy smile and offered breakfast suggestions before they went exploring in town.
• We could all use an extra set of hands from time to time. Celia was getting her maid cart ready to start the day when she noticed a guest walking down the hall with two bags and her walking stick under her arm. She noticed that the guest seemed a little unsure on her feet so she offered to carry her bags to her car for her.

"In our way of working, we attach a great deal of importance to humility and honesty; With respect for human values, we promise to serve our customers with integrity" - Azim Premji

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-September6,2011

This week's stories! 

Fall is in the air! Fall has much to offer from the beautiful color of the foliage or the refreshing bite of that first Macintosh apple to cool nights spent by the fire. September reminds us of Grandma's apple pie, there are many great spots for apple picking and we've got the perfect spot for you. Don't forget about Pumpkinfiddle September 23rd and 24th

• Guest returned late in the evening  after enjoying the night life in downtown Ogunquit. Guest  was unable to communicate what he needed. The guest approached the front desk and seemed to need some help.  Jack was able to determine that the guest needed assistance finding his room once he placed his room key and photo id on the counter. He assisted the guest to the room and made sure guest was all set before returning the front desk.
• Beverly was cleaning a room in our West Meadow building when she noticed a guest who was having a bit of difficulty walking to the outdoor pool. She assisted the guest to the outdoor pool. As she walked with the guest, the guest mentioned that they had just had a fabulous lunch at Barnacle Billy's and it was even better because she got to meet the former President Bush Sr. The guest showed her the photo with the president and was so happy that she decided to stay at the Meadowmere and now had a memorable story to tell all her friends and family.
• Everyone likes their coffee just the way they like it. Janet was cleaning a stayover room who had  requested splenda for their coffee the first day of their stay. Knowing how important that first cup of coffee in the morning is, she made sure that she supplied the guest with packets of splenda with their fresh supply of coffee each day.
• Even grandma's need time off. Beverly was cleaning in the West Meadow building when she was approached by a guest who inquired if she could take a photo of her by the outdoor pool so that she could send it home to her grand-kids. She escorted the guest to the outdoor pool and took her happy picture.

"If we do not lay out ourselves in the service of mainkind whom should we serve?" - John Adams

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-August17,2011

This week's stories! 

The nights are getting cooler but the days are still hot and Ogunquit Beach is the hot spot! There is still time to take a family trip to Ogunquit before the kiddos go back to school. Don't forget about next week's Sidewalk Art Show and Sale on August 25th, the premier of Ogunquit's up and coming artists.

• Your wedding day is an important milestone in your life and you will never forget where you  spent  your special day and most couples return to the same place they honeymooned each year.Tracy made our guests honeymoon a little more memorable. While she was reviewing arrivals for the day she noticed a couple who was getting married that very day. She placed a wild flower bouquet, and a congratulatory card in their room for their arrival.  
• Janet was cleaning a stay over room when she noticed that the disposable razor they had on the counter was broken. Not wanting our guest to try and shave with a broken razor she replaced the broken razor with several new razors, one for each day of the guests stay.
• There are so many great dining options in Ogunquit that it can be hard to make a decision on where to eat. Janet suggested MC Perkins in Perkins Cove, she showed  them a menu and gave them directions. She also left an Ogunquit dining guide when cleaning their room so the guest could look for dining options for the remainder of their stay. The next day Janet conversed with the guest again and asked them how their dinner at MCs was, guest was so pleased with her recommendations and the thoughtfulness of the the dining guide. The guest's ate like kings during their stay!

"We see our customers as invited guest to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better" - Jeff Bezos, CEO Amazon.com

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-August10,2011

This week's stories! 

Labor Day is on its way, check out our Labor Day Package. This summer has been filled with sunny days on the beach, great live entertainment in the evenings and memories made to cherish all year. There is still time to enjoy all summertime has to offer in Ogunquit!

• Trying to fill a prescription while on vacation can be difficult. Martin was working in the West Meadow Pub when he noticed a guest who looked a bit ill. He inquired if everything was ok, the  guest replied that she had just run out of high blood pressure medication and did not realize that her refill would be so difficult. Martin called the local CVS pharmacy and they were able to assist the guest by contacting her physician. The guest was so pleased that she could now enjoy her vacation once her blood pressure was regulated.
• Tracy was working at the front desk when she was approached by a couple looking for accommodations. Tracy quickly realized that these guests were hearing impaired and also understood very little English as they were from Canada. She worked with the guest and wrote down information for them even searching on-line for the correct translation so that they would understand. She then escorted them to their room and gave them a tour of all of the amenities so they would know where everything was located. 
• This story brings to mind the three bears, it is certain that each person has his or her own preferences. Brandon was working in housekeeping when he received a call on the radio that a guest was requesting two of the softest pillows that we had available. He quickly went to work and found a variety of six different pillows that he felt were the softest. He then brought the pillows to the guest so that they could choose the two pillows of their preference. The guests were very impressed by his thoughtfulness and attention to their needs.

"Your best customers leave quite an impression. Do the same, and they won't leave at all." - SAP Ad

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-August3,2011

This week's stories! 

August is artful! Summertime is the perfect time for a sidewalk sale and art show, enjoys Ogunquit's artistic origins at the annual sidewalk show and art sale August 25th. Don't forget about the Ogunquit's Museum of American Art located on Shore Road. Live theater is also our speciality, come and visit the Ogunquit Playhouse, check out our theater package! Come and see why artists have always been drawn to Ogunquit.

• Matt was working in our Country Squire when he was approached by one of our guests. They  inquired if there was a room closer to the entrance as they had difficulty walking. He went to the front desk and inquired if a closer room was available. He then brought the guest their new keys and helped them move their luggage.
• Janet was cleaning one of our Luxury Suites when she noticed they had beach towels hanging on their balcony. She also noticed that it was about to start raining, so she brought their towels inside and folded them so the towels would be ready for the guest's next trip to the beach.
• Martin was clearing tables in the West Meadow Pub during continental breakfast when he noticed a young boy drawing in a sketch pad. He conversed with the family and complimented the young boy on his artistic abilities. He suggested that they visit the Barn Gallery and Museum of  American Art and gave the guests directions to both. They were able to visit both during their stay and sought out Martin to thank him and let him know that they loved the suggestions.
• Tracy was checking in guests when she overheard them talking about continuing north on their vacation. Knowing that the summer can be a busy time for many areas in Maine, she made a few suggestions of places to visit and attractions to see. She then helped them find accommodations for the rest of their vacation.

"Revolve your world around the customer and more customers will revolve around you." - Heather Williams

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!