Four Seasons, a luxury hotel, is famous for its outstanding customer services. In a piece of  news titled “Four Seasons’ Customer Service: Consulting The Systems Behind The Click of A Hotel Door”, when the author leaves his door and goes back  to pick up something, he sees that there is a worker from engineering department working  on fixing his door. Due to the other customer’s complain about the noise of his room door when it is closed, the management  team immediately send someone to repair it with considering of his schedule.

The services of Four Seasons Hotel stand out in 3 parts: 1) a specific standard for how a door should sound when it is closed, 2)a completed reporting system, and 3) a non-interrupt scheduling. These characteristics absolutely help mainly the business in two aspects: 1) point of difference, and 2) customer relationship. Although this is a luxury hotel, which means it spends a lot of money on every single aspect that it can improve on, many other hotels cannot achieve this sweet and caring services. This significantly separates Four Seasons from others. As for a hotel, working on customer services is a major step to reinforce customer relationship because this is a main method they get touch with their customers. From this point of view, Four Seasons is really outstanding as a hotel.

http://www.fourseasons.com/vancouver/

http://www.forbes.com/sites/micahsolomon/2013/11/17/secret_shopping_four_seasons/