***Customer Service Isn't Just A Department

It’s one of the first things a road-weary traveler searches out when he or she arrives in their hotel room: the Guest Services Directory. That little book, packed full of information, gives the traveler the rules of the hotel. And don’t kid yourself, hotels all have rules and it is best if you acquaint yourself with the rules before you go and make an embarrassment of yourself.

I arrived at the hotel, an international business-class chain of hotels. I had stayed at this hotel on several occasions and I expected that my stay would be much like the last experience – at least as satisfactory.

After checking-in, and making my way down the hall of old, lumpy and overstretched carpeting, I arrived at my room to find the phone ringing. It was the front desk calling to say that I had left my credit card there. (Not really how I remember it – the clerk simply forgot to give it back to me.) So I was asked to return to the front desk to pick it up. On my way to the desk, (again over the lumpy worn-out carpeting) I thought this would have been a great opportunity for the hotel to show some courtesy and professionalism by having the card sent up to my room instead of me fetching it since I was on the top floor and as far away from the elevators as possible. But that was not the case.

It was much later that evening when I decided to have a late supper – it happens sometimes – time-zone changes and all. I had scoured the Guest Services Directory to find that room service served until 10:00 pm. I phoned down at 9:10 pm. No answer. I was then connected with the front desk.

“No sir, they close at nine,” said the clerk.

“But your Directory says ten,” I relied.

“Oh, that’s a mistake then,” she brushed off.

After my trip around the city looking for a place to find something to eat at almost 9:30 at night, I found a Subway open which meant sandwich for supper.

The next morning, two guests were complaining in the elevator that the pool and hot tub were supposed to be open until eleven (according to the Directory) but actually closed at ten.

“Aren’t you Kevin Burns the speaker?” asked the clerk at the front desk.

“Yes, I am.”

“I attended one of your sessions a few years ago when I was with another company. So how was your stay?”

I related my stories of the room service hours in the directory as well as the complaint of the folks in the elevator. I also asked about the obviously worn carpets in the halls.

“Oh those are being replaced,” she offered, “As soon as we can find a crew to do the work.” (It’s a tough time finding people to do anything in Western Canada – short labour pool.)

“Perhaps you could put a little sign in each of the rooms telling your guests that carpets are about to be changed. If you don’t tell us you know about the problem, we are just to assume you either don’t know of just don’t care. And the directory needs to be reviewed. Apparently a few things have changed but the directory has not.”

And with that I checked out.

Two days later I received an email from the hotel Manager and an invitation to return for another night with the hotel’s compliments.

Attitude Adjustment:
Tell your clients what you’re doing. Let them know you care. Let them know you’re on top of things before they have to ask. Show them some courtesy. Make sure the information you give them is accurate. Make it as easy as possible for them to do business with you. They will. And when you change how you do business with them, tell them. And when you mess up, make it right – right away. Customer Service isn’t just a department – it’s an attitude!