Click here to read the story about Ginny and Ira Boskey, who have been married for 62 years, visiting the Greenbrier for 50. When I asked them why they love the Greenbrier so much, Ginny told me a short story about their visit last year, and the sweet touch to the service they received from Dale Mann, who has been working as a doorman at the the Greenbrier for 33 years.
If you've read the story, you'll understand the context to the e-mail I received last week from Jeffrey Kmiec:
[#image: /photos/55ad73a2add713143b4250f6]|||Dale_Mann.jpg|||__*Matt,*____* *____*Thank you for the kind words about the direction The Greenbrier is headed, level of service we provide and recap of our additions. We have a weekly managers meeting where we communicate a variety of important details about the resort. At the close of today's meeting I read your article. When I came to the part about the excellent service provided by Dale Mann*____*, the crowd gave Dale a standing ovation. I called Dale to the front of the meeting room, expressed my gratitude for his excellent service and presented him with a certificate for two to any of our restaurants. The crowd continued their applause to a very humble and honored Dale.*____* *____*Cheers*____* *____*Jeffrey T. Kmiec*____*President & Managing Director*____*The Greenbrier*__
Congratulations to Dale Mann (pictured above) for a well-deserved free dinner, but also for providing excellent service--a lost art within the service industry.
Courses and resorts will spend millions of dollars on advertising, marketing, management, course upgrades, decor or, say, a casino, but they'll never be able to put a price tag on a good doorman, shuttle driver, caddie, bag boy or a beverage cart girl.
(In addition to this blog, you can follow me and my travels on Twitter: @Matt_Ginella.)