Many of you wrote me private notes regarding my last blog posting on the use of customer satisfaction surveys and the Crowne Plaza Hotel in Warwick, RI. You asked me to provide you with an update so in the spirit of being responsive, (a lesson the Crowne Plaza hotel people could surely learn from me), here I go.
Not long after my post went live, I received an e-mail from Ben at +Global IHG Care (Perhaps the Mother ship for the Crowne Plaza) asking me to provide him with details regarding my dissatisfaction. He did so with an off the shelf type of response. I told him that I had already provided detailed feedback via the online survey that I received. Ben then informed me that he did not have access to the survey data, which goes to a third-party.
Asking an unhappy customer to repeat him or herself is not the way to make friends. Go retrieve the information and then offer up a solution. Don’t make me do more work. I then asked Ben to call me.
That was over 24 hours ago.
So here’s the thing. I just found out that I’m heading to Atlanta. My host suggested that I book into the Crowne Plaza. No way, no how! There are a ton of hotels to choose from in Atlanta and I’m going to choose one that values their guests enough to read the feedback and respond accordingly.
Do you even know how your people are treating your customers? More importantly, do you even care???