109. The Friendly Driver

Mr. Yem of Fusion Maia Resort in Danang, Vietnam, was warm and friendly from the first moment we met at the airport. He came across as a happy host rather than a typical hotel driver.
He asked if he had pronounced our names correctly with a toothy grin and proceeded to help with our luggage. Along the journey, he asked about our country, and shared with us the climate difference across the country as well as the seasonality in this area.

The conversation was informative without being overwhelming or tiresome (as some drivers tend to be). Mr. Yem was tuned-into our jovial mood and yet, still intuitively provided us with our own space and knew when to let us relax in silence. 


Upon reaching the resort, he announced happily, "We have arrived! Welcome to Fusion Maia. We will take good care of your luggage and send them directly to your room."  The upbeat and sincere manner in which this was conveyed made us feel in good hands and put us in even better mood. 

~
After a pleasant three-day stay, it was time for check-out. During my evening departure, I was pleased to have Mr. Yem once again for the transfer. As my friend had left on an earlier flight that day, Mr. Yem demonstrated once again his positive engagement by asking about her and if she had since arrived well at the destination. 

Mid-way through the ride, I asked if the airport sells postage stamps. He said he wasn't sure, and immediately offered to help post my postcards. He was aware that the stamps for overseas mail was approximately 30,000 VND. 

Mr. Yem's sense of pride in his work and contentment with his workplace was evident through our conversation. I asked how long he had been working at this property, and with a twinkle in his eyes, he shared that he started since the hotel first opened, more than ten years ago. There were approximately 30 fellow colleagues who had started around the same time a decade back. He spoke fondly and knowledgeably of other Fusion properties in Vietnam, even though he had not stepped foot in any of these before. With a genuine smile, he added, "I hope I can get to visit these other Fusion hotels one day."


Reflective Thoughts: While there was not one big grand WOW gesture, the interaction with Mr. Yem made us feel totally appreciated and very special. Why do you think this is the case?

Looking through the specific moments above, what would be the Service Bank for the arrival and departure experience with Mr. Yem? 


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