September 24, 2012
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I shall not cave.
Customer service is no longer what it used to be.
When one has a customer using fear tactics of lost business the debater in me refuses to budge. Upon further investigation the name nor rate can be found at the sister properties he stated. (although I am still uncertain what the name was exactly...started with a W).
I know that it is touted that the golden rule of customer service is that they are always right. However, I claim when they take advantage of the situation and threaten you they are no longer right. At one point in time it was imperative to gain every customer one could.
The most frustrating part is that we are limited on what kind of rate that can be offered. I let him know that where my floor limit was and he wanted $20 lower.
I'm sorry but when our corporate office is writing emails requesting us to raise our rates I feel justified in letting him know that he would have to talk to our Sales director to negotiate a rate.
The fact that he became angry tells me that he does not understand business and was just throwing his weight around.
Still he is an example of why the customer is not always right. If he had a contract rate with us to begin with he would know our procedrues were. Here is one moment that I wish I would have written the information down so that I could contact them and let them know they have a disagreeable employee. Jackass- that is.
I'm sorry but I will not cave to an appeal to fear of loosing your business. The world is much larger than it once was. We cannot please everyone. I will try to accomodate you as best I can.
You'll get a whole lot farther if you just say please and thank you. Obviously his momma never told him so.
Comments (2)
most people don't realize business in general just doesn't care anymore. They only have to sell a percentage of product, or rooms etc to profit, and what they don't sell here, they will sell somewhere else. The attitude towards employees is similar. There are a thousand people standing in line to take your job for less..... so the business no longer has to care.
In the past when a hotel, or motel was alone, and not a chain, every room rented meant something...... chains remove the need to care about an individul room,. and that is also part of why laws were enacted to control the size of businesses..... so no one could get so large that the country couldn't afford to let them go broke..... now that those rules have been demolished look where we are heading...... not good...... and some people want to go back..... oh my.
@Blue_Moon1 - yep, we are pretty much on the same page with that one.
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