Service?
We tried...to make a bad situation better. The problem was the staff was not properly trained in good customer service skill.
I am writing about an experience this weekend at a hotel in downtown Columbia SC...a place we go yearly to visit family. The first night we felt a change from our last stay...dirty hallway...bathroom not immaculate...a lack of "adult supervision" at the front desk. It seems that the owner has gotten a bit bored with this investment and let it go down...in service and in maintenance.
The last straw was in a near empty hotel we hear quite a commotion next door late in the afternoon. It seems that 6 very excited, noisy, and rude young men we assigned the room next to us. We went to the desk, and as card carrying members of this hotel chain (Starwood), we asked if there was a special event going on. We were told no, that the hotel was practically empty, but we could change rooms. Wrong answer!
We then told the agent at the desk that our only option then was to check out and file a complaint with the "mothership". She got a bit arrogant, said that was fine, and was left and made the drive 4 hours back to NC...starting at 5pm on a Saturday.
Now if you owned that hotel what would you do for a repeat client and a SPG cardholder (preferred guest)?
Service...it sets you and your company apart. Good service is so rare that when people get it from me or my agents at DT&CO. they are pleased...and shocked. I constantly hear tales of multiple calls to agents that are never returned. Emails that are not returned...shocking. You may say "it's an age thing"...not! It is a service thing. Great service is almost always rewarded. If one of you EVER gets poor service from DT&CO. PLEASE let me know immediately!
Best/DT
I am writing about an experience this weekend at a hotel in downtown Columbia SC...a place we go yearly to visit family. The first night we felt a change from our last stay...dirty hallway...bathroom not immaculate...a lack of "adult supervision" at the front desk. It seems that the owner has gotten a bit bored with this investment and let it go down...in service and in maintenance.
The last straw was in a near empty hotel we hear quite a commotion next door late in the afternoon. It seems that 6 very excited, noisy, and rude young men we assigned the room next to us. We went to the desk, and as card carrying members of this hotel chain (Starwood), we asked if there was a special event going on. We were told no, that the hotel was practically empty, but we could change rooms. Wrong answer!
We then told the agent at the desk that our only option then was to check out and file a complaint with the "mothership". She got a bit arrogant, said that was fine, and was left and made the drive 4 hours back to NC...starting at 5pm on a Saturday.
Now if you owned that hotel what would you do for a repeat client and a SPG cardholder (preferred guest)?
Service...it sets you and your company apart. Good service is so rare that when people get it from me or my agents at DT&CO. they are pleased...and shocked. I constantly hear tales of multiple calls to agents that are never returned. Emails that are not returned...shocking. You may say "it's an age thing"...not! It is a service thing. Great service is almost always rewarded. If one of you EVER gets poor service from DT&CO. PLEASE let me know immediately!
Best/DT
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