One of our favorite places in the world is a perfectly charming Bed and Breakfast on the West Shore of Lake Tahoe. The Cottage Inn is everything you imagine an Old Tahoe Inn should be. Impeccably restored cabins, a warm, cozy main house and dining room, and a fitting bear theme that really works--considering the frequent woodland visitors on the West Shore.
Melanie, The Cottage Inn's innkeeper, is a gem. Although she barely knows us from our infrequent visits, she treats us like close family friends. As impressed as I am with The Cottage Inn and its normal routines of providing a great place to stay and a fabulous mountain breakfast, I am even more impressed after a recent customer service experience.
As some of you know, I speak to dentists nationwide on the topic of customer service, a subject sadly not familiar in the world of healthcare. We could all learn a thing or two from Melanie and The Cottage Inn--especially when it comes to "policy." Personally, I don't like to use the word "policy" in my office because it's negative, but of course every business has certain guidelines meant for following.
A few years ago, we stayed at The Cottage Inn and cut our stay short. Despite the "policy," Melanie gave us a full credit for the days we did not stay. Recently we wanted to use our credit and discovered that, according to the "policy" our credit had expired. Melanie quickly checked with the owner and fully honored our credit to make a last minute reservation.
As if that weren't enough, when winter storm warnings made travel a bad idea the next day, Melanie ignored the "cancellation policy" and encouraged us to come again within the next 3 months. As former innkeepers ourselves, this is something Allison and I might have done, too, but I don't know too many other businesses with such a keen instinct for outstanding customer care. If any of you ever have the chance to visit the West Shore of Lake Tahoe, there is only one place to stay--The Cottage Inn. Be sure to say hi to Melanie.
Melanie, The Cottage Inn's innkeeper, is a gem. Although she barely knows us from our infrequent visits, she treats us like close family friends. As impressed as I am with The Cottage Inn and its normal routines of providing a great place to stay and a fabulous mountain breakfast, I am even more impressed after a recent customer service experience.
As some of you know, I speak to dentists nationwide on the topic of customer service, a subject sadly not familiar in the world of healthcare. We could all learn a thing or two from Melanie and The Cottage Inn--especially when it comes to "policy." Personally, I don't like to use the word "policy" in my office because it's negative, but of course every business has certain guidelines meant for following.
A few years ago, we stayed at The Cottage Inn and cut our stay short. Despite the "policy," Melanie gave us a full credit for the days we did not stay. Recently we wanted to use our credit and discovered that, according to the "policy" our credit had expired. Melanie quickly checked with the owner and fully honored our credit to make a last minute reservation.
As if that weren't enough, when winter storm warnings made travel a bad idea the next day, Melanie ignored the "cancellation policy" and encouraged us to come again within the next 3 months. As former innkeepers ourselves, this is something Allison and I might have done, too, but I don't know too many other businesses with such a keen instinct for outstanding customer care. If any of you ever have the chance to visit the West Shore of Lake Tahoe, there is only one place to stay--The Cottage Inn. Be sure to say hi to Melanie.
