Personal Accountability = Being Outstanding!

Once in a while, a story arrives from an Outstanding! or QBQ! reader that truly sums up what Personal Accountability looks like. And we’re always amazed at how easy and simple it is to—BE OUTSTANDING. 

So enjoy this one from Teresa about the outstanding customer service received. We dare you to find the “complicated” in her experience. Warning: there is none. 

My husband and I traveled to Raleigh, North Carolina, and stayed at a Hampton Inn—our go-to hotel brand due to cleanliness and their wonderful breakfast.

Checking in at 4:30 pm, we decided to rest for before dinner. When we turned down the bedspread we saw something (maybe food) on the top sheet. We called down and asked to have the linens changed and minutes later, we had fresh sheets.

Returning exhausted that evening, we heard a very loud party above our room. The music was extreme, and the laughter and moving furniture were disruptive. After enduring the noise for 45 minutes, we called downstairs to see if something could be done. The night desk fellow said he’d ask them to quiet down, which he must have done as it got quiet for a bit. Yet, the party began again. We made one more call and he made one more attempt, but the noise continued until we finally fell asleep.

The following day, at the front desk, we asked to speak to the manager. That’s when we met Jamar Smith, who said, “She’s not available, but I am the next best thing. How can I help?”

So I began with, “We were in room 433 and didn’t have a very good experience … .” Before I could finish, he declared, “I already know what your issues were! I was left a note and we have taken care of your stay. It’s on us.”

We were blown away. No needing to state our case in detail—and no argument from Jamar. He just wanted to satisfy a customer and he did! He invited us to return, gave us his business card, and said to contact him personally as he’d be happy to book any future visit.

Needless to say, we walked out looking at one another saying, “Did that just happen?”

To make the story even better, Jamar’s manager called to apologize during the drive back to our Virginia home. I told her about Jamar’s amazing customer service and how delighted we were. She said, “I empower my folks to make decisions on their own because customers matter to us.”

Our Hampton Inn stay that went horribly wrong was made incredibly right by one man’s personal accountability. We will give this hotel our business in the future because of Jamar. 


Teresa S.

Are you outstanding? If you lead people, how are you helping them be outstanding? Leave a comment!


2 Responses

  1. I want to say thank you so much!!! I come to work every day in hopes of just making peoples day better and I am glad I was able to do that!!

    Having a management team who not only allows but encourages their employees to really go above and beyond for our guests makes all the difference.

    Thank you from all of us at Hampton Inn & Suites Raleigh Midtown!!

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