Worn out from a long day of training followed by air travel, I trudged toward the front desk of the Comfort Inn in Concord, NH, roller luggage in tow. When I noticed who was at the front desk, I was reminded why I think this hotel is a traveler’s oasis.

I was not greeted by a bored front desk clerk with a “Whatdya want?” expression.

I was not greeted by a front desk clerk exhibiting the contrived too-hip-for-the-room, "hospitality" flavored with superiority often found at upscale hotels. Instead, I was greeted by the cheery face and welcoming presence of Susan O., their front desk supervisor.

I’ve stayed at this hotel on a number of occasions and have always been struck by what a standout she is: always a friendly smile, always a welcoming presence. She’s a great example of a service professional who truly knows how to deliver a customer experience that sets their employer apart from the competition. Employees like Susan are worth their weight in gold in today's "It's all about the experience" service economy.

Do you have employees like Susan? If so, are you doing everything you can to keep them happy… to support their desire to give great service… to let them know you appreciate what they do?

Even if you think you are, I would highly recommend ask. You don’t want your Susan working for your competition.

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