From Here to Home by Marie Bostwick

Author:Marie Bostwick
Language: eng
Format: mobi, epub
Publisher: Kensington
Published: 2016-02-05T08:00:00+00:00

CHAPTER 25

Originally, Hub-Jay had planned to stay at the F-Bar-T for three days, but he settled for two, deciding it would be unwise to push Mary Dell too hard or too quickly. Also because he realized that she was under a great deal of pressure. Now was not the time for a hard sell. And that wasn’t his style anyway.

Sure, turning up for an overnight visit at Mary Dell’s home without her prior knowledge or consent wasn’t exactly subtle, but what choice did he have? He couldn’t win her if he couldn’t spend time with her. But now that he was here, he’d exercise more restraint.

The reason Hub-Jay and, in turn, his hotels were successful was because he had mastered the arts of discretion and observation. The way to win and keep the loyalty of your guests was to pay such careful attention that you knew what they needed and wanted almost before they did, made sure those wants and needs were fulfilled even before they asked, and did so without even a hint of obsequiousness.

If a guest looked at Hub-Jay or his staff as fawning or servile, then they came to see the services rendered unto them as merely something to which they were entitled by virtue of having paid for them. But if that same guest saw the staff as equals, then those same services were viewed as acts of consideration, the kindness of one peer to another, for which no payment was expected or accepted.

People who said that the success of the Hollander hotels lay in their outstanding customer service didn’t understand that what Hub-Jay and his staff were doing was not providing a service, but building a relationship. Hub-Jay Hollander genuinely wanted to make his guests happy.

He wanted Mary Dell to be happy, too, only a hundred times as much.

And so, during these far-too-brief two days, he would not press, or push, or make demands. He would listen more than he talked; he would give more than he got. He would bide his time and simply be present for her, so that after he left, she might realize that his absence left a hole in her life, the way her absence had left a hole in his.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.