Elms Hotel

Welcome to the secret shopping blog, where we look at the world of secret shopping and mystery shopping.

I had a secret shopping opportunity this weekend. My family had a gathering at The Elms, an historic hotel in Excelsior Springs, Missouri. It is a beautiful and elegant old spa and hotel with some interesting stories. Harry Truman was staying there on election night when he saw the famous headline that declared Dewey the winner.

We had a very enjoyable time, but the service and upkeep of the hotel was not consistent with the atmosphere. Lots of little housekeeping details were missed. The wait staff was, with a few exceptions, slow and unresponsive. And the whole staff seemed to have missed “Customer Service 101” class. Although we enjoyed the time together and had some very fun activities, there was a constant undertone of unfulfilled service. It would have taken very little effort and hardly any expense for the Elms to have made sure their service and housekeeping standards were equal to what one would expect from an elegant and impressive old hotel.

Make sure your follow-through lives up to the promise your operation makes.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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