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EXCEEDING EXPECTATIONS is 2nd nature for some employees because they enjoy providing service. It can also be learned as a result of the examples set by coworkers. Either way, there has to be a desire to do so.
SHOULD GUESTS at The Greenbrier have gotten wet when playing golf on a rainy day we would provde them fresh clean “loaner” shirts as a courtesy so they could enjoy their dinner. We then took their wet golf shirts to the on-property valet. When the golfers returned from dinner, they were more than “wowed” to see their formerly wet golf shirts were now freshly pressed, put on a hanger in a clear plastic dry cleaning bag and placed inside their locker.
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