« Home | IceRocket's secret weapon Saying thanks always he... » | Naked Conversations: Kryptonite Argues Its Case Th... » | I had just posted yesterday on tips for real estat... » | How a realtor can stand out of the crowd: I'm mee... » | In my last post, I had mentioned Keith Ferrazzi. H... » | Post that make you think have been showing up late... » | I spoke with a friend of a friend last night, who ... » | Great post from Ripples called " I get by with a l... » | Some quick thoughts for a friends aunt, who had so... » | The new cold calling tips for e-marketing agencies... »

Monday, August 01, 2005

I've been getting customer service surverys in my email lately from hotels I've stayed in. I've filled out two, from a Westin and a Wyndham, where I indicated I was unhappy with some aspect of the stay (waterlogged carpets, guests threatening to come crashing through the walls, that sort of thing). In both cases, I've gotten phone calls from the hotel, apologizing, and offering to make the next stay much better. It's a nice application of back-end software, and getting the info to the right people. I'm imagining that if I complain about room service, the form gets directed that way, if it's bad billing it goes to the front desk supervisor.

It does a good job of calming down the customer, or at least keeping them from writing unhappy blog entries... and, if either hotel were in places I was planning on traveling to again, I think I probably would book there, to see if they'd keep the promise of much better accomodations.


Post a Comment

<< Home