It seems Jill and her wheelchair bound husband went on holiday to Crete and when they booked the holiday they requested a ground floor bedroom. When they arrived at the hotel they discovered, to their horror, their room was actually on the top floor and the hotel had no lift.
The manager - who spoke little English - apologised profusely and immediately transferred Jill and her husband to a ground floor room and they were thrilled.
They slept soundly that night after their initial anxiety and when they woke in the morning they discovered that a CONCRETE RAMP had been BUILT outside their room overnight to enable easier access to the garden area for the wheelchair.
They had not heard a sound as they slept and they were simply gobsmacked to see what had happened.
Now that is what I call customer service. It restores my faith in what I have always said on the Blog - despite some opposition - that customer care excellence is something that some people just 'get' and some people just 'don't get.'
This manager really understands customer care and I would love to work in an organisation that he runs