Have you ever been surveyed after a hotel stay? Recently I was. I'd stayed at a nice place and had a good stay. But it wasn't great. I was satisfied, but not thrilled. That's what I tried to express on the survey. Certainly I was FAR from disappointed.The survey didn't have much opportunity for free-form comments, so I couldn't tell that the "problems' were really trivial. But, I submitted it. I figured that would be the end of the story.
Within a couple of hours, I had an email follow-up by a real person, who gave full contact info and apologized for my bad stay. There was pretty good evidence that this wasn't an automated response. I took advantage to now explain that the stay wasn't at all bad, and was able to articulate the little things that had been less than perfect. Within minutes, I had a follow-up to that message again thanking me. Very nice.
So, where do you think I'm likely to stay next time I need to be in that same city?
Oh, did I mention, this all took place after 7pm local hotel time (actually, probably even later, but I don't remember). Clearly, customer service isn't a 9-5 job for them.
Where did you stay?
Posted by: Going Beyond | July 12, 2010 at 08:28 PM
Great reminder of how important getting "real" feedback is. You can always tell those places where service really is a priority.
Posted by: Kayla Barrett | July 12, 2010 at 09:16 PM