Photo Credits: garybembridge
The true character of organizations is often revealed by how well do they respond to customer feedback. Doing the right thing for the customer has always been good business sense, but never more important than today, when blogs and social media have given consumers the power to share their experiences with millions of people.
The blogosphere is full of stories about bad customer service, but today I will share with you an example of customer service done right:
Last month I traveled to Dubai and stayed at Le Meridien hotel. Overall, my stay was pleasant and uneventful, but somehow I couldn’t get over the high cost of the daily Internet connection charge (US$20). For somebody like me who can’t fathom spending a day without being connected to the web, having to pay for Internet access is like having to pay for air to breath.
Upon my return to the States, the hotel sent me an email survey, asking me to rate the different aspects of my visit. I gave the hotel a good review, however I expressed my discomfort with the Internet charge telling them that, in my opinion, a hotel that caters to business travelers should recognize that Internet access is not a luxury but a necessity, and therefore should be offered at no extra charge.
A couple of days later, I received this email from the hotel’s Quality Director:
Dear Mr. Sanchez,
We would like to thank you for filling out the Guest Questionnaire sent on behalf of our parent company, Starwood Hotels and Resorts Worldwide.
We were indeed delighted to note that you have enjoyed all the services and facilities, which you have experienced throughout your stay and are grateful for the positive comments you have expressed in your customer evaluation, especially concerning our reception staff.
Concerning your comments with regards to our internet charges, we have credited your American Express Card no. XXXXXXXXXXXXXX the amount of AED 140 for the two usage of internet on February 11 & 15.
We would certainly look forward to the pleasure of welcoming you back to Le Méridien Dubai in the not too distant future. In the meantime, if you require any further assistance, please do not hesitate to contact us either via my email address (email address here) or direct fax (fax no. here) and we would be more than happy to be at your service.
Yours sincerely,
Name Here
Quality Director
Now, THAT is a good response. And it is good, in my opinion, for several reasons:
- The survey was taken seriously and not just as a routine task or, as many companies do, as easy and free marketing research.
- It shows that the company values long term relationship with customers more than the short term profit that can be extracted by nickel and diming them.
- The response is an actual email message from an actual human being, and not an automated, prefabricated response.
- Instead of offering a token concession, like a free drink or a small discount on my next visit, they directly addressed my concern by eliminating the Internet access charges altogether.
Think about these four takeaways and how you can adapt them and apply them in your small business.
Attention and trust are the most valuable commodities of the new economy. Every time a customer gives you attention (by buying a product, filling a survey, etc.) you have the opportunity to respond to it in a way that generates loyalty and trust. And trust, more than product features or price, is what ultimately will separate the great companies from all the rest.
My first response that this is not good customer service. Good customer service is not charging in the first place.
If they are so willing to refund the charge, obviously the don’t have to charge in the first place. Or they make so much money off of those willing to pay, those that “complain” can easily be given a free pass.
It sort of reminds me of coupons. Only those that take the time to clip and carry coupons get the better price. Whereas, those that just buy the product, pay an inflated price.
Why not just provide amazing service or product for the appropriate price. That is good customer service to me.
I disagree. It would be great if they did offer it for free or less expensively (maybe some kind of special plan), but the fact that the hotel listened and actually responded to a survey shows that the hotel manager cares about the customer. And to refund $140…that’s a big step! There aren’t too many companies that would do that! So yeah, I probably would come back to that hotel too, since they seem to care about customer concerns.
@Rob Clark: I agree that certainly things could have been better from the beginning, but sometimes bad policies are drafted at high levels of organizations, and employees in the front lines are not given any leeway. In this case, at least the rank and file guys had the authority to take action and correct mistakes. That alone I think has some value, as opposed to just saying ‘sorry sir, that’s our policy’.
@Jermaine Holmes: True, there are many companies that don’t even flinch. Unreasonable bank and credit card fees and protracted cell phone contracts immediately come to mind as instances where companies just don’t care and get away with it. Getting a bank to waive a $39 fee because your payment arrived one hour late (in spite of having paid on time for years) can be harder than teaching your dog to speak.
@jermain Holmes the actual money that the hotel credited is AED 140 which is $40 the two usage of of internet on february 11,15.
the reason that the hotel credited amount back is simply they want THIS Customer back but they would do for any customer. only the big spenders!!!!!
I certainly believe that this is a very good example of good customer service. we will all agree that organisations make some kind of oversight mistake in there policies and by refunding the charges i would believe that they have come to terms with the eror and would stop this unholy charges. hopping that banks and phone companies in the UK will learn from this example.
customer service
Fuck
Im also agree with it. I think these kind of trend should use in UK, USA etc.
fuckn, fuckn fuckn customer service, cant they get a good one…..i tottaly disagree,,,
i told ma boyfrind about it, he fuckd me in the car, thats how much disappointted he was, i agree with ma babe
I don’t agree that it is good customer service. The hotel is not promising not to charge anybody again but they are only refunding the complainant.
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Hey,
Enjoyed this and offers some good tips on customer service and totally agree with the thing about having to pay for internet access I dont like this to when am away!
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