On a recent trip to Atlantic City to speak at a conference, my room wasn't ready when I checked in. Charlotte, a month old employee at the hotel, which I discovered by our early chitchat, was beside herself. She knew I'd come from Florida and simply wanted to relax.
She leaned over to her colleague, presumably on-the-job longer than she, and within about ten seconds, I was upgraded to a junior suite on the fortieth floor of the tower overlooking the Atlantic and the boardwalk.
I know, I know. You've heard it all before. What the hotel did wasn't too unusual; however, with a sign posted regarding check-in and my arriving earlier than that, I thought it was an example recovery.
The hotel's management had given a gal at the check-in desk the authority to dish out "comp upgrades" without disappearing to the back room, to check with a higher-up. The management trusted their employees to take care of customer inconveniences appropriately.
What's the lesson here? Giving your employees the authority to appease a dissatisfied customer and/or simply enhance their experience doing business with you - within limits, of course - is priceless and may even increase customer loyalty and gain referrals.
Did I mention I would go back to that hotel if given the opportunity. As for Bally's Hotel & Casino on the boardwalk, they just might get a referral or two as well – that's if I shared my experience or had it published in a widely read column (huge smile and kudos to Bally's). |
