When people think of "down home" hospitality, big city hotels don't generally come to mind. But this past weekend in New York City, Midwesterners Dennis and Sylvia were downright shocked at just how friendly those big city folks can be.
They arrived in New York on a rainy Friday afternoon. The taxi from the airport took almost two hours, but the driver knew the shortcuts through Queens and gave them a running commentary on the various neighborhoods and explained why he chose to avoid the traffic-choked freeways. He also reassured them that the flat rate fare applied and that he was as anxious as they were to get them to the hotel.
Despite the friendly cabby, their patience was wearing thin as they checked into the Manhattan hotel. But travel exhaustion soon turned to laughter as the desk clerks greeted them warmly and joked about the "liquid sunshine." The check-in process was quick and painless and they were given a choice of several room options. The bellman, a smiling giant of a fellow, welcomed them to the Big
Apple and took their bags and got them settled into their room, all the while chatting pleasantly and telling them about the features of the hotel and nearby restaurants.
An hour later, when Dennis and Sylvia decided to go out to dinner, they realized they had forgotten umbrellas and the rain showed no signs of letting up. Overhearing this, the desk clerk offered his own personal umbrella with a smile. All he asked was that they bring it back before he got off duty at midnight "or else I'll have to charge you interest," he joked.
Probes
1. How does this case illustrate the importance of little things and personality?
2. How important is it to defuse unpleasantness even when the problems are not caused by you?
3. Describe any similar experiences you may have had where people surprised you with unexpected pleasantness. How did it feel?