By John Munce, Deployment Executive, The Tatham Group
It was a little card sitting in the center of the hotel room desk. I expected nothing and the maid doesn’t usually leave me love notes. But that morning, on my way to a meeting, I told the desk clerk “65 degrees (F) is a little chilly for my room in the morning.” Yes I had tried to raise the thermostat. No nothing had happened. Then I didn’t think about it again all day.
The card told me that Our Engineering Representative Was In Your Room Today at 4:48. This bit of information alone was valuable. I’ve been in other hotels when I had no idea whether anything had been done to respond to my complaint.
The card then said, “Checked windows, raised T-stat, will stop back to check Rm Temp.” Now I had the answer to what was really done and a promise that he would confirm whether what he had done really worked.
The card also read, “(Sorry for the inconvenience).” Wow, even the engineer would apologize. Few things will make me angrier than service people who won’t even apologize for something not being right. Even an insincere apology is better than nothing. It at least recognizes that something was wrong. How many times have you felt that you were inconveniencing a clerk because you wanted something adjusted or changed?
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