When you travel you get the best chance to observe good customer service firsthand. A hotel is your home away from home, and you have many places to choose from. It’s the customer service that makes the difference between a great experience or a lousy one. So, on my recent trip to NY I got to see some of both.
Listening to your customers
I got to the hotel quite late and was just ready to get to sleep. I quickly found out that the heat had two settings, boiling hot or freezing cold. There was a draft so bad it blew the curtains. And the heating system was so noisy I couldn’t even hear the TV. When I checked in, the only thing I asked for was a quiet room with temperature control. I didn’t care if it was the size of a closet with no frills.
An employee came up to see if he could fix the heat and said he would have to call the maintenance guy in the morning. Really? So, I would have to freeze all night? They offered me a free breakfast and a foot rub to make up for it. Okay, so they didn’t offer a foot rub, but a free breakfast wouldn’t save me from hyperthermia and lack of sleep. They finally moved me to a bigger room which was slightly better, but still very noisy. The whole time I was there I felt like I was talking to a brick wall. No warmth or friendliness. And they definitely weren’t listening. I couldn’t help thinking that the place could have been run better by robots. [Read more…] about Are You Really Listening to Your Customers?