A Crazy Example of Great Service

I had one other amazing experience during Blissdom that I wanted to share, but decided that it needed its own post.

As I mentioned previously, Blissdom was held at the Gaylord Opryland resort, which I often refer to as a city under a Bio-Dome. But ultimately it is a luxury hotel focused on providing high-quality service and creating a memorable experience for each guest.

I’ve been to Opryland three years in a row now. On my first visit, I remember walking into our hotel room and hearing this lovely music playing. It was similar to what you might hear if you went for a massage at a high-end spa. I looked at our clock radio and discovered it was also a sound machine. And the sound playing at the time was “spa” of course.

After a long drive to Nashville, the gentle wood flute and nature sounds were so soothing that I nearly fell asleep while relaxing on my bed. That entire weekend, I continued to notice how relaxed I felt while that music was softly playing in our room.

Before we left the conference that year, I asked the hotel where I could get one of those clock radios. They didn’t sell them but told me I’d be likely to find them in any store. I copied down the model number, but was never able to find one in stores that had the “spa” sounds. It seems that the model in the hotel room was only made for Gaylord hotels.

The next year, the clock radio in our room was a newer model – replaced after the great flood of Nashville – but the new one still had the soothing spa music. I again asked where I could find one, but nobody had an answer for me. I took down the model number and tried to search for it, but came up empty handed again.

Yes, I know you probably think I’m insane to obsess over a clock radio. And to be honest I’m not as obsessed as I sound. While I’m at Opryland, I enjoy the spa music. Sound can influence our thoughts and feelings, and this particular track soothes my mind, calms my nerves, and lets me sleep deeper than I usually do at home. I occasionally see sound machines at the store and when I do I always check to see if they might have the one I’m looking for. But I don’t spend every day in the quest for this particular clock radio.

So THIS year, I once again arrived at Gaylord Opryland and was pleased to find my little happy machine in the room. I joked with my roommate, Lisa, that I might just need to ask Opryland how much they’d charge me if our clock radio happened to be missing from the room at the end of our stay. I didn’t want to be a thief (bad message to send to the kids, right?), but I’ve been trying to find a product like this for three years now.

I turned to Twitter to ask the hotel for help.

And they responded. (Because they’re cool like that. And smart enough to watch their Twitter feed during a blogging conference.)

And then I responded:

I received no response after that, and I attended the Blissdom closing night party with the subject no longer on my mind. When we came back to the room, I walked over to the nightstand and switched on the music again, then turned and found myself face-to-faceplate with a second clock radio perched on the dresser, and an envelope next to it with my name on it.

(Photo re-enacted after I’d already opened the card, of course.)

There was at least a five second pause as my brain tried to process what my eyes were seeing. I slowly picked up the envelope and opened it, reading the handwritten card: “Christina, Thank you for following us on Twitter. We hope you enjoy these spa sounds at home. If you need anything, please let us know. Sincerely, Elizabeth, Nick & Tori.

That would be the point where the excited screaming began. Sorry to those of you staying in the Delta who were trying to sleep at 11:30pm.

I would have been happy to pay for one of the clock radios, but the staff at Opryland took notice of just how much I loved this thing and went out of their way to make sure I had the best experience ever. And they also ensured that I wouldn’t have a guilty conscience when returning home to my daughters.

(Kidding.)

(Well, mostly.)

(No, no, really. Stealing is bad, kids.)

So thank you, Gaylord Opryland (Elizabeth, Tori & Nick!), for topping off a wonderful weekend with an unexpected delight. You reaffirmed that there are still companies out there focused on great service, and you’ve made a lifelong fan out of me. And you’re now helping me get some of the best sleep possible, year-round, which any mother will tell you is a feat worthy of high praise.

You’ll have to pry this thing from my cold, dead (yet amazingly relaxed) hands.
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Comments

  1. THAT IS AMAZING. I love when companies/employees come up with surprises like that which are way above and beyond!

  2. Julee Herrmann says:

    *weep*
    that’s the kind of customer service that can bring a tear to your eye…

    i LOVE that story :)

    rest well, mama
    xoxo
    julee

  3. I love this story :-)

    <3 and your happy face

  4. Awesome awesome awesome. And you didn’t tell me about this? Sheesh. You’ll have to bring it to my house in July ;) That absolutely rocks. Combine that with the CS *we* received from Ed, and they top the charts, no?

  5. I love love love when companies make gestures like this. So grateful to them on your behalf, and glad they get to see how happy it made you!!

  6. OHmommy says:

    LOVE this!

  7. That is just amazing customer service, and it’s the kind of thing that makes me want to go back with my family.

  8. Headless Mom says:

    That is SO GREAT!@!!

  9. Heather E says:

    Customer service is so hard to find these days, let ALONE service like that. I love that hotel- I have so many awesome memories there from Show Choir Nationals my senior year of high school. Maybe it’s time for me to go back! :)

  10. Love this. Just another reason why I love that BlissDom is at the Opryland Hotel.

  11. This is AWESOME! Customer service at its very best!!

  12. That is one of the best customer service stories I’ve ever heard!

  13. Anonymous says:

    I have been on the exact same path myself. If you’re crazy, then I’m crazy too! My friend and I stayed there about 2 weeks before the flood and I have been trying to find that clock/ sound machine ever since. I forgot to write down the model number, so it has been a blind search to say the least. Thanks so much for posting this…I find it so ironic that my friend and I aren’t the only ones out there. It is sad that it is not available for purchase but at least the mystery is solved. Gaylord should sell them in the gift shop, they would make a killing!

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