This is a quiz, designed to test your sensitivity to important customer service issues.
In the 15 years since Martha and I published our first book we have both become increasingly discriminating customers, much less tolerant of incompetent or uncaring service, and more willing to provide feedback, even when it isn't requested of us. Our careers now involve a great deal of business travel, often international, and so of course some of the services we know a great deal about include hotel service, car service, and air travel.
As I write this, I am at a classy hotel in Edinburgh, Scotland: the Balmoral, which is part of the "Rocco Forte Collection" of fine hotels. Last night, however, shortly after midnight, the fire alarm at this hotel went off, and all the guests had to evacuate their rooms. Sleepy-eyed, and clad in bathrobe and slippers, I traipsed down four flights of stairs to the lobby, to mingle with other bathrobe-clad guests recently awakened, along with an assortment of people in tuxedos and formal gowns, rousted out of the hotel's ballroom, while the fire alarm continued putting out an excruciatingly loud and annoying screech.
After about 20 minutes, fire department personnel arrived on the scene and a few minutes later the alarm was turned off and we all returned to our rooms.
So, after an inconvenient event like this, what should the manager of a fine hotel do? What would YOU have done, if you had been the Balmoral's night manager on this occasion? I have my own opinion, but before I tell you what the Balmoral did, and what I would have done, I'd love to hear anyone else's ideas...
The Balmoral flunked this customer service IQ test, completely. It's too bad, because the hotel's facilities and location are classic. See my more comprehensive post here: http://www.peppersandrogersgroup.com/blog/2009/11/the-balmoral-flunks-a-customer.html
I would be at the lobby when the alarm turn off giving an explanation to the ones who need it.
The next day would be intensive, free breakfast, free spa... may be and apologies card with an special title "You just tried our alarma system, now try our relax system"... mmmm...may be not a good idea for a formal hotel.
As the manager, I would prepare for a long day. I would personally connect with everyone that was inconvenienced, apologize for the unfortunate event and ask them what they would like me to do as consideration for the disruption during their stay. This, allowing the guest to determine what will rectify the troubling event, will cost the company far less that providing a one size fits all solution and create a positive recovering experience for the guest (customer lifetime value is far more important then a single transaction). Without question, when a customer is presented with more then seems reasonable, they will self-regulate. - I hope this was your expericence, can't wait to hear!
My vote is: complimentary breakfast; complementary cleaning services for change of clothes' complementary spa service for massage or facial or other "personal relaxation" events
Alternative would be "free day stay" coupon for next visit
How'd I do?
BTW, you are linked on my blog now...