I am travelling and working with my wife Debby in Asia at present. We are staying at the Traders Hotel, Kuala Lumpur next to the Kuala Lumpur Convention Centre. Yesterday we went to breakfast and as we were being shown to our table Debby slipped and fell to the floor. She was embarrassed and a little flustered of course. The attending staff helped her to her feet and settled her in the chair. What happened next impressed and delighted me. The staff member of course asked if Debby was OK and could he assist in any way. She emphatically replied that she was OK and would just sit for a moment.This is where the team work began.

Moments later another team member arrived and asked if she could be of assistance, again Debby replied she was OK. Minutes later the Restaurant Manager, a Mr Wong arrived and enquired about her health. He offered to call a doctor if necessary or provide any other assistance. Again his offer was graciously acknowledged and refused.We sat and ate some breakfast toegther and as time wore on Debby's shoulder began to ache, it has not been the best of late with some ongoing pain present. It seemed the fall had aggravated the shoulder.

I left the table and asked Mr Wong if I could arrange for a massage for her shoulder to alleviate the pain. Minutes later, Mr Wong's boss arrived to check on Debby and informed us that a massage had been organised and it would be provided as a complimentary service for us by the hotel. The good news is that the massage had the desired affect and her shoulder is now fine, thankfully! The best news is that when we arrived for breakfast this morning most of the staff who approached our table including Mr Wong enquired about Debby's wellbeing and again offered any further assistance if necessary.

Some of you reading this may be thinking the hotel was simply fulfilling their duty of care and helping to avoid and legal ramifications, yes that may be true. Even if that were the case they still exhibited excellent team work when team work was most necessary. Each of the team members supported each other and reported the incident up the chain to resolve the issue at hand. All team members kept each other informed on progress and focussed on calmly solving the issue and creating the best outcome for the team and the customer. Not only that they have created a lasting impression as a caring and customer focussed team within a large organisation which can sometimes be a little impersonal. For anyone who has stayed in a large hotel with over 500 rooms you would understand it is easy to become lost among the relentless sea of guests that wash through such hotels.

So thank you to the staff at the Gobo Chit Chat Lounge at the Traders Hotel for making our stay pleasant under trying conditions and congratulations on your excellent team work.

Labels: Lindsay, service, Teamwork