Last Valentines Day, my wife and I stayed at Hotel Vitale in San Francisco.  There were a few minor customer service glitches, most notably a long wait for our car at valet parking.  I wrote a nice note to the manager who very graciously invited us back for a complimentary room and dinner.  


My wife and I took them up on their offer for our anniversary.  If the free room and dinner wasn't impressive enough, the room had a spectacular bay and bridge view!  They scattered rose petals on our bed!  They left us a bottle of fine champagne, cheese and fruit!  And they wrote hand written cards wishing us a pleasant stay and a happy anniversary!  By the way, the dinner in the hotel at "Americano" was superb!  


For anyone who has their own business, the lesson is obvious--when you make a mistake (and we all do), it is an opportunity.  If you seize on this opportunity and bend over backwards to take outstanding care of your patient/client/customer, you will develop "raving fans."  After all, here I am writing a blog entry for everyone to read about what a fabulous place Hotel Vitale is.  And it really is!  


Next time you are in San Francisco, stay at Hotel Vitale across from the Ferry Building and find out for yourself!  http://www.hotelvitale.com/