My favorite pen died recently and The Langham, Huntington Hotel & Spa, Pasadena saved the day.
This past February, I traveled to California for the red carpet premiere of Oz: The Great and Powerful. It was there that I fell in love with my favorite pen. It was a simple, light pink pen with gold flowers. Nothing over the top fancy, but I loved it and it was a nice memento of my trip.
In the months since my trip, it’s been my ‘go to’ pen – I’ve taken it everywhere…until last week when it finally ran out of ink and I took to my personal Facebook page to ask for a moment of silence.
On the suggestion of a friend, I decided to sent the folks at The Langham a note on Twitter (@LanghamPasadena) and I was shocked when they offered to mail me a replacement pen. Yep, they wanted to mail me a pen all the way across the country – for free.
Now, imagine my surprise a few days later when a box arrived in the mail… with a friendly note from The Langham and not just one, but THREE pens and a bottle of OPI’s signature Langham Pink nail polish. How’s that for fantastic customer service?
So today, I’m giving a huge applause of thanks to the great folks at The Langham Huntington Hotel in Pasadena. They could have easily just acted like they didn’t see my tweet or just responded with a “We are sorry. Come visit us soon.”
Instead, they wanted to make a former guest feel welcome and valued – and for that, I am extremely thankful. Sure, it was just a typical hotel pen, but they went the extra mile to turn a former guest into a fan for life.
Now, instead of my pen reminding me of my visit – I’m reminded of their wonderful customer service and how sometimes the little things really do mean the most. Thank you Langham Huntington Hotel, perhaps I should write you a formal thank you note with my new pen!
Learn More About the Langham Huntington Hotel
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** I wasn’t asked to share this story, I’m sharing because I’m a fan of fantastic customer service. And yes, I got the pens and nail polish for free. **