Ryan Magnon, Vice President Quality, The West Paces Hotel Group
When the founder of your hotel is a former Ritz Carlton executive and when you have a super-sized mission statement (“to be the global leader in the service business”), you’ve got some pretty big shoes to fill. And, it looks like the folks at West Paces are up for the challenge.
Magnon shared a story about switching into casual attire while visiting one of their properties and talking with a guest in the bar. As a veritable undercover customer loyalty agent, Magnon sidled up to a guest and asked matter-of-factly, “So, what do you think of this place?” As the conversation went on, the guest informed him that he would pay almost 30% more NOT to stay at another hotel. Of course, eventually, Magnon revealed who he was, but that’s the kind of dedication and focus needed to drive Net Promoter Scores through the coffered ceilings at their exclusive resorts.
All West Paces employees carry around a 25-point service cannon card to remind them of their commitment to Net Promoter-level service. (Magnon was kind enough to bring some of the cards to the conference as samples.)
West Paces has been innovative in their approach to Net Promoter. They have created a “learning lab” where the latest and greatest West Paces ideas are tested on a closed “road” before hitting reality highway.