Post-purchase services also shape a consumer’s view of the company. When a customer emails a flower order, the Special Services Concierge calls immediately to confirm receipt of the order, always addressing the client as “Mr.” or “Ms.” A receipt is emailed with order details, client address, card message and an image of a flower hyperlinked directly to an order tracking service. The immediate, comprehensive response to email orders shows that the customer is a priority.

Greg Mastroianni explains, “What I love the most about Special Services is the latitude we all have to solve customer issues by finding the best possible solution for each client. The solution may differ throughout the group depending on the employee, but that’s what makes the work great. Everyone aims to exceed client expectations in any way they deem fit.”

In addition to floral deliveries, their services have included residential and corporate catering services, hosting parties for the wives of Bruins and Celtics players, Christmas tree delivery, and decorating client homes and businesses for the holidays.

Waldorf Astoria – Culture and Accountability

At Waldorf Astoria, employees are highly trained to serve guests with the perfect balance of professionalism and affability. Assistant Human Resources Director Amanda Sarraf is meticulous in the hiring process, searching out people who have a passion for serving others. Amanda first trains employees on the protocols of Waldorf and Hilton hotels that are universal to all the company’s properties. Thereafter, the manager at each location takes over training and supervision. Different departments decide how to train according to what works best for them.

In order to fulfill their high expectations in service, Waldorf revolves around these three principles, according to a section on the Waldorf Astoria website aimed at prospective employees:

• “Create the moments that build memories and shape a personal Waldorf legacy – We are focused on building memories and emotional connections with all of our guests. These experiences will help shape our guests’ personal Waldorf legacy. This will also shape our Team Member legacies as well.
• Bring out the best in ourselves and our guests – We are at the highest level of hospitality and must ensure our actions personify the highest levels of professionalism. When we are at our best, we are able to help our guests and fellow Team Members be at their best as well
• Combine our instincts and expertise to ensure luxury – Our instincts and expertise allow us to anticipate guest needs, go beyond great service and deliver luxury experiences for our guests.”

Providing a luxury experience and bestowing a lasting impression requires more than good hiring and training, it requires ongoing commitment to top quality service.