How to shoot yourself in the foot with customers — in one easy step.

Don’t pretend you care — or a customer may call your bluff.  Let me illustrate.

I recently booked a reservation at a spendy and apparently well-regarded hotel, located in a major American city and boasting a complete concierge staff. In other words, a hotel that should be up to any challenge a guest could throw at it.

I had no plans to throw any particular challenges their way. But then I received a pre-arrival email from the GM inviting incoming guests to “write back to me with any requests you may have — even attach a photo of something special to you that you’d like us to provide on your visit.”

I thought this was lovely — fantastic, really.  And  I replied with a simple–simple!–request.

Nobody answered.

I tried again.  Again, not a word.

On my third try, I got a reply (this is now well into the second day of effort on my part).

“No, we do not carry that” was the single, less-than-a-sentence reply.

======

Fine.  I don’t mind brown-bagging it, but why pretend otherwise?

When you’re in business and you claim to care/to be willing to go the extra mile/to customize,  you’d better mean it.  Or you’re shooting yourself in the foot, Maxwell Smart.

 

© 2012 Micah Solomon, author of High-Tech, High-Touch Customer Service

Micah Solomon, author of “High-Tech, High-Touch Customer Service“, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling “Exceptional Service, Exceptional Profit“.

———————————————————–

“Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.” –Steve Wozniak, Apple co-founder

Micah Solomon • Author-Speaker-Strategist • Customer Service – Marketing – Loyalty – Leadership

High-Tech, High-Touch Customer Service (cover) -click for free chapter

See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter  of Micah’s new book,  High-Tech, High-Touch Customer Service (AMACOM Books) and Micah’s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Micah Solomon Keynote speech (video)

 

About The Author

1 thought on “How to shoot yourself in the foot with customers — in one easy step.”

  1. There seems to be an epidemic of hotels not responding to email. (The same thing has happened to me several times.)

    When I’ve done a little digging, there’s usually a disconnect somewhere in the process. For example, the message comes from the GM, but the reply-to email goes to a generic mailbox that lacks a clear owner who can fulfill guest service requests. The list of other possible failure points goes on, but you make a great point that hotels must deliver on these types of promises.

    Incidentally, this approach is terrific when there is someone on the other end of the email who does care!

Leave a Comment

Your email address will not be published. Required fields are marked *

15585

ENTER YOUR EMAIL

TO GET 3 FREE CHAPTERS

PLUS Learn the secrets of building the

Worlds Best Customer Service Culture

15585

Thank you! You will hear from us right away.

ENJOY YOUR 3 FREE CHAPTERS

This site uses cookies to enhance the user experience. By using the site you are agreeing to our privacy policy.