Management at America's Cafe made a bad experience better

I am in Las Vegas, staying at a major resort, when I came back from a trade show for some lunch. I was hungry and tired, and I sat at this bar to order. The bartender completely ignored me and was slow in getting my order. Finally, I asked another co-worker for a manager. I told the manager that I should have told her server that I was tired and hungry, but I had waited a long time while watching her tell a couple about some real estate investments.

The manager apologized, got me my food and then discounted my ticket to nada. I wasn't looking for that, but I was glad to get a meal. The manager was very nice, and she said she would talk to her server about her extra curricular activities.

Marriott's professional response made my day after previous experience.

This morning, my email box had this letter from the Marriott chain:

Dear Mr. Scherer,

Mr. Marriott has received your comments regarding your recent stay at the New Orleans Marriott, and has asked that I respond in his behalf.

Needless to say, we were extremely dismayed to learn of your experience. Our Front Office Manager, Mr. Jeff Linden, has been apprised of the unfortunate situation that you encountered and you may be assured that he will personally address this matter with those associates most directly involved. There is absolutely no excuse for what occurred and I hope you will accept my sincere apology on behalf of the hotel.

Mr. Scherer, you are definitely a valued Marriott customer. Although we cannot change the past, we would like to take the first step toward regaining your confidence in us. With that said, I would like to invite you and Mrs. Scherer to enjoy a complimentary two night stay with Marriott. If you will provide me with your mailing address, I will forward two Marriott Flex Anytime Certificates that are accepted at over 1100 participating Marriott Brands throughout the country. Breakfast is included.

Once again, Mr. Scherer, I greatly appreciate the opportunity that you have afforded me to respond to your concerns.

Sincerely,


Gil Zanchi
Area General Manager

While I was not expecting anything short of a nice apology letter, it was nice of them to offer to send the two "flex" passes to me.

How a Starbucks angel made my day.....

When you work in the virtual world like I do, a popular meeting place is Starbucks. Today, I was meeting my graphic designer, Ruben Barron at the franchise location at 281 and 1604. Starbucks was running an anniversary sale and their staffers were in costume. Naturally, the lady with the angel wings sold me on the fact that I should buy my wife, Jackie, coffee because the proceeds were going to a charity.

I was so impressed with the positive attitude that I wish I had the money to buy two. Still, I was most impressed with the "angel" and her coworkers. It made my day, and it left me with a very positive impression of this franchise.

P.S. My wife was very happy to get the coffee as a gift.

Taking the time to praise great service

Last night, my wife and I had a light supper at Indigo Joes. My server was excellent, pouring water in my glass without asking and acting upbeat. After paying the bill and leaving a generous tip, I asked to talk to her manager. When I told him about the great service, he beamed and told me that she had been working for him for one year and that was typical of her action. He assured me that he would "buy her a beer at the end of the shift."

Based on the service and this response, I'll be back again. Here's hoping more people take the time to compliment excellent service.

Marriott quick to respond to my bad experience at their New Orleans hotel

I just got this response from the folks at Marriott corporate after writing a letter to Mr Marriot. What I really liked was this part of the response:

Per Mr. Marriott’s request each incident received is forwarded to the proper hotel for a response. This serves as a training tool for each hotel, in order to improve on any service or product failures.

The biggest reason for this letter, of course, was to help Marriott management look at a way to fix their process. I can't wait to hear from the general manager at this hotel.

Save the commercial for the end of the call

I love to play racquetball, and I have to make a reservation at the Spectrum Health Clubs to get a court at my club. For the past couple of weeks, I have been getting this message when I call my club: "thanksforallingspectrumwhereyoucangetathousandbucksforreferring....." before the basic "Hi, my name is Jo Bob, thanks for calling Spectrum, how can I help you?"

Pure and simple, this form of marketing is on level with spam email and direct mail from politicians. I have a busy enough schedule that I don't want to waste time hearing their message. Yet, until recently, I did nothing about it.

Yesterday, after playing racquetball, I filled out the Spectrum customer service satisfaction form and I told the front desk staff about my complaint. Without giving the name of the Spectrum employee, he smiled and he said he got a lot of complaints from others, but I was the first to actually take the time to write down my complaints. And, the funny thing was that he gave me a complimentery bottle of Gatorade for my efforts.

Today, I spoke to a manager at Spectrum who asked me how to improve this process.

Here's my thoughts on how to improve the telecommunications process and a suggested training ploy:

Spectrum Health Club: Hi, this is Joe Bob at the Spectrum at Rogers Ranch, how can I help you?

Me: This is Matt, I would like to get a reservation for a racquetball court, get in touch with a trainer or some other service.

Spectrum: Thanks. I'll take care of that. By the way, did you know about this new fall promotion......"

Canal Street Marriot is not living up to its chain's reputation

I was in New Orleans, coordinating and producing a video on security cameras for one of my client. He arranged for my shooter and I to stay at the Marriott on Canal Street. After getting up at 4 a.m. to catch a plan and then working all day, the prospect of a shower and the use of a bathroom was something I needed.



My client had made a reservation for me, but the front desk couldn't find my name. When I asked if I could use my gmail account to check the reservation number, Alajendro, the front desk rep suggested that I could go the business center and pay for access time to check the reservation number. Perhaps, it was the salt stains or the fact that I smelled like I had been outside all day or the muddy shoes I was wearing, but that had to be the most moronic thing I have ever heard.



I have stayed at other hotels where you could go to a business center at no cost to check a reservation number. However, Alejandro thought it was best for me to pay for this cost.



When I asked to speak to his boss, Alysia said I was being rude for suggesting that her staff member was "brainless" in his customer service. Again, it was perhaps my dirty clothes worn on three construction sites or the cut of my clothes.



I did speak to her manager and we finally found that the reservation was in my client's name. The process took 20 minutes when a simple call to someone with Internet access could have helped me find my reservation number and information.



However, the check out from the hotel was just as bad. My client had paid for my reservation with his credit card and make a reservation. I was asked to give a credit card to secure the reservation. After another 15 minutes, I think we got the payment issue resolved.



After sharing this experience with my wife, I like her take on the treatment. To her, it seem that the staff at the Marriott were more concerned with following process, but more importantly, they didn't have a stake in my welfare.

I know from reading about Marriott that they typically are tuned into customer service, but perhaps Bill Marriott should reconsider ways to improve the way they treat guests who need temporary access to the Internet to check on a reservation number.

Taking the time to praise excellent service: an open letter to the folks at Sprint PCS

When I get exception service at a bar or restaurant, I tend to tip 25 percent or more to a hard working hospitality professional. However, when dealing with someone who doesn't work for tips such as a Sprint PCS rep, I can't really send him a tip. Yet, in a customer service environment where good service is recognized with bonuses or other forms of recognition, doesn't it make sense to commend people?

After dealing with two very inept CSR reps in the Phillipines who wanted to stay on script, I got exceptional help from Tony, a rep based in Kentucky, I took the time to speak to his boss who asked that I send his supervisor an email. Here's the text of that email message with the hopes that others who read this blog will take the time to respond as well when they get great service:

Mr. Prather,
I have been dealing with your overseas customer service reps for the past week, and I have to admit that they stick to the script and they NEVER use critical listening or thinking skills. I had a problem with my data plan, and after five minutes of dealing with the Filipinos who stick to script as if their job depends on it, I got to speak to Tony in your Kentucky Blackberry support section. Tony was excellent, and he took the time to call me back to verify that a service that was truncated by the overseas staff was restored.
Could you do the following for me:
A) Tell the cost cutters at Sprint that a little common sense and listening skills is a valued skill with all their customer service reps. Instead of spending $$$$ on their ads to gain customers; they could do a better form of marketing with superior customer service skills such as folks like Tony;B) Pass on my compliment to Tony for his willingness to call me back.C) Ask Sprint to find more contractors like Tony to help customers with service.
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