Poco Diablo Resort & Spa got it right with Reservations Specialist Diane Rodriquez… I had called to book a getaway for my son and his new bride. I had found the location thru Groupon, after an extensive conversation with Groupon in regards to their link not functioning correctly for this location, I decided to contact the resort directly. I was lucky to have gotten Diane as my point of contact, she was able to get me a comparable rate by locating and applying additional savings thru the resort. She was not only able to empathize with my frustration with Groupon, but maintained contact with me even after my purchase thru emails. Through the emails thanked me for my business and for allowing her the opportunity to assist me, and even after locking in my purchase she contacted me with an Amenity list so, that if I was interested, I would be able to make my son’s stay even more personal.
After about 7 days later I received an email, my sons visit was about 3 days away, advising me that she was able to upgrade his room to the Elite Spa. Now this was great news for many reasons, but the fact that Diane kept my occasion for front on her mind showed me that she not only listened but valued me as a customer on a personal level as well. She took the time to connect with me continuously throughout. I would like to share some of the personal touches Diane exhibited:
“We have to make this memorable and I am happy to do it”.
“I have been in customer service for over 25 years and I love it and love to make memorable times for our guests… “.
“I know as a mother myself it means the world when it comes to our kids and making it special. So we did it together….”.
WOW, just WOW!!!!
My son and his bride were not only excited even more about their stay once I shared what Diane had done, but they stated that there stay was much more enjoyable knowing that such a caring staff was there for them. Poco Diablo Resort & Spa has a lifelong and loyal customer in me, and all due to Diane who made my first experience so amazing that I don’t want to go anywhere else. You are definitely doing something well if you are hiring staff like Diane. Thank you Diane, you made this customer/momma feel appreciated and valued with your kindness.
Donna Spencer