Wednesday, November 4, 2015

Follow-Up - A Lost Art

This is a follow-up to yesterday’s Ambassador discussion (rant), but looking from the opposite prospective.  There are times when something happens above expectations.  Typically restaurant service is: take the order, throw the plate on the table, maybe a refill, and tell you how much to tip.  I wish poor service was the exception, but as I travel there is universally less customer appreciation; the airlines being the biggest offender.  

Last year I had a week long business engagement in Salt Lake City and another the following week in Los Angeles.  Flying back to Florida, and then back out west, expense and time wise, made no sense.  For the weekend I flew into LAX, rented a car and then drove up to Santa Barbara, and the Southern California wine country, Solvang. Think the movie "SideWays".  I had a wonderful time being totally Rhonda the whole time.  What I did not anticipate was a long, heavy traffic drive back to LA Sunday afternoon.  I finally arrive at my LA Hotel and had an above average greeting and check-in.  The hotel was the DoubleTree by Hilton Hotel Los Angeles – Commerce.  The total experience just got better, from room quality, staff hospitality, and restaurant meals. 

DoubleTree by Hilton Hotel Los Angeles – Commerce.
Upon my return home, I did something that has become a lost art.  I wrote a thank-you to the hotel manager.  As ambassadors for the transgender community, we need to let managers know that their staff treated us well and with respect.  Maybe the staff had sensitivity training or someone transgender works/transition there or maybe there is just a great manager.  Let them know the effort, kindness and training worked.  Many times especially, in the hospitality business, complaints are many and praise is limited.  Take opportunities to leave lasting “GOOD” impressions. 

My note and the response back:

Tell me about your positive experiences and what you did. 


  1. You know, the first interaction that came to mind was a shopping experience in Seattle at the Northgate Nordstrom. I was dressed appropriately for a Saturday afternoon, jeans, top, tennis shoes. As I hung a few items over my arm, a sales associate asked if she could start a room for me. Well yes, I said. I found a top I liked, tried it on, and decided to buy it and wear it out. No problem. When I got ready to pay, I discovered I did not have my Nordstrom card. "No problem, we can look it up for you!" was the answer. The sales women then asked for my drivers license. I handed it to them and said "my photo is a little out of date". They both then looked, did a double take, then said "we would never have known-you look so good!" I will never forget that experience and it emboldened me to get out more!

  2. You did the right thing for so many reasons. Kudos for good service is always a positive thing