Reggie, the concierge at a Marriott Hotel in Florida personally interacted with all of the major league baseball teams when they stayed at the Marriott during spring training. He knew how important this business was and catered to their every whim. He made sure that Tommy Lasorda had his favorite meal, a cheesburger with fries, waiting in his room every night after a game. This relationship went on for 5 years.

In year 6, the Hilton built a new hotel right next door. They went after the sports league business & got it.

Reggie was devastated but not to be out done. The afternoon of the check-in of baseball teams to the Hilton, Reggie went over to the hotel & he somehow “borrowed” a Hilton uniform. That night when Tommy Lasorda came back from their game, Reggie met him out front of the Hilton in his Hilton uniform.

Tommy Lasorda said, “Reggie, I didn’t know you were working for the Hilton.”

Reggie replied “Oh, I’m not,Mr. Lasorda, but I have been at your service for 5 years & I know this hotel doesn’t know the things that please you as a guest. They don’t know that you like a cheesburger and fries waiting in your room after every game. But when you get upstairs tonight, it will be waiting for you because I placed the order myself just a short while ago.”

The following year the Dodgers and other teams returned to the Marriott.

In one week, all three of my children had ailments, which required medication. Within two days after each prescription was filled, the pharmacist called to make sure the child was responding to the medication and to see if there were any questions.

Wonderful!

He said, “You are going to kill me! I am the one who scheduled this and I put it in the computer on the wrong day. I am so sorry! I will get him there whenever you want him there. You name the day. You name the time. I will fix this!”

And he did.

The next time we called for service, he not only got us immediate service, but he also got us a special rate and then called us to be sure we were satisfied.