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Sunday March 16, 2008

Customer Service Situations - Turning Things Around - Making Things Right

As a blogger, I look at things as either "blog worthy", or "not blog worthy". The following is a special incident that started as another customer service nightmare, but turned into a customer care success story. Satisfied customers usually tell a few people of their satisfaction. Unsatisfied, or rather pissed customers tell hundreds, and in this day and age - thousands - using all kind of electronic media. Blogging included... I decide to break this tradition. Here's a good customer service story - for my few readers to read.

I checked into the Silicon Valley Four Seasons Hotel on Wednesday March 13. The hotel is spectacular. The rooms are designed beautifully, with every corner given the right attention, every lamp, every piece of furniture. The bed is the most comfortable I slept in. Ever. It's spotless, shiny, pretty, and seems to be brand new.

As I was getting out of the elevator on the seventh floor, I realized that there will be trouble. Some of the doors were open, and people, who appeared to be managers in training, were working on something in multiple rooms. It was rather noisy, but I thought that if I close the door and turn on the AC, I'll be able to get a good night sleep. I was almost right. In the morning, early that is, there was a lot of commotion in the hallway, but since it was time to get up anyway, I didn't pay attention. Shower and to the office.

When I came back in the afternoon, trying to get some work done, I realized that a door was opening and closing at the amazing frequency of once every two minutes. This was the first time I called reception and asked if there was some seminar going on. There was. Before I could get nasty, a sweet voice offered to move me to another room. I said I'd be packed in five. Ten minutes later I was in another room.

Next morning, Saturday, banging next door. Phone call, reception, nasty, and a sweet voice offering another move. I declined. The sweet voice promised that the banging will be done in thirty minutes. It was. I left, and came back, and a bottle of wine was waiting in the room.

Lesson: do the right thing, and earn a good reputation. There's a lot at stake. A business should never forget that the paying customers are the ones who keep the business alive.

To LC, Guest Relations Manager at Four Seasons: you are a natural. You were able to take a potentially uncomfortable situation and turn it around completely. Well done! Four Seasons should be happy to have you on staff!