What is the way to stop playing villain with customers? (New)
by George Pastidis
Last weekend, I visited with family, beautiful Bruges. When we arrived in, I went straight to the reception saying: “Good morning. George Pastidis. Checking in”. The receptionist remained seated and said getting on a defensive mode for no reason: “It is 11 o’clock. The room cannot be available before 15:00”. No “good morning”, no “welcome”, no “smile”.
Two days later, when I was checking out to another receptionist, I complained about the room’s bad odor coming from the drains. The receptionist said: ”OK I’ll let them know”.
Is this the way to treat guests?
Is this the way to provide customer service?
Is this the way to bring business?
There is no doubt that every organization has its processes. And customers often cross the limits, coming up with unrealistic requests. The idea is neither to play “villain” with them nor to allow being the “victim”. The idea is to have the right balance and provide the right level of customer service in a way to give value to customer and at the same time get value for your organization. The recipe is simple. Be polite, show empathy, take responsibility (if any), identify the problem, demonstrate genuine interest in tackling the issue, take action and give feedback.
So, what is the way?
Let’s zoom in the second incident for giving you a potentially good script that my beloved receptionist could have used:
“I am sorry to hear that sir. It is a pity you did not share with us before. Maybe we could have changed you room. May I ask a couple of questions in order to understand the source of the problem? Are you going back to your room now? You mind if come with you so I can make sure I understand exactly where the odor comes from and get it fixed?”
You take good notes and you ask a couple of clarifying questions demonstrating effective listening and you end it like this: “Thank you sir, I will inform our plumber and management. I am sure that next time you visit, everything will be just fine and we will definitely find a way to make it up to you. May I have your email so we can give you feedback?”
A week later, the guest should receive an email signed by the Hotel Manager. The Manager thanks the guest for the visit, explains what the issue was and how it was resolved and that next time he visits, he would like to meet him and thank him in person for the valuable feedback, offering a room upgrade.
Isn’t this the way?
One story, one issue and two reactions
by George Pastidis
Last Saturday, I visited with family Epernay, the capital town of Champagne. We wanted to have dinner at a nice place and early in the afternoon, we checked out many restaurants, both visiting them and going through the Trip Advisor reviews and rankings.
Finally, we booked in one of them using the on-line service of Trip Advisor & TheFork. When we visited the place (right on time), we were told that there is no reservation made for us. When we showed the confirmation email we had, they told us “sorry but when they approached us, we declined because we were fully booked”. They were not rude but they did not try to give a solution either. They showed no empathy to a family with a ten year old kid, they did not try to make some space, they did not tell us to try to go later, they did not propose to go back on Sunday. They did literally nothing. They did nothing but blaming Trip Advisor.
I emailed Trip Advisor & TheFork explaining and complaining about the incident. They apologized and blamed the restaurant for not updating their availability status frequently and promptly. My next move was to use Trip Advisor’s application and write a review about the restaurant, being very tough on all the parties involved in. I actually wrote a review that I did not expect to see getting publicized.
However, Trip Advisor proved to be a pleasant surprise. They proved they have the strength and courage to take tough feedback and they let my review go on public. I was about to stop using their application and services but their reaction made me a sponsor of theirs.
My Summer 2015 balance sheet
by George Pastidis
Summer is finished and so is vacation. We are all back home full of pictures and experiences. We got to use plenty of different services such as travel agents, hotels, ferries, planes, restaurants etc, enjoying both good and bad customer experiences. We had great customer experiences that exceeded our expectations and lousy ones that disappointed us. I want to share with you two of them. The extremes. The very best one and the worst. I will start with the latter.
I was in a ferry going to my favorite Aegean island of Naxos. I had too much time to kill and no book to read. Spending time in facebook was an option but I had no data roaming. I checked with a crew member and I was told that I had to pay for it at the reception. Although it was little money, I thought that it was in principle wrong given that I had paid about 350€ for the family round trip tickets. But I was getting too bored and I went for it.
The line at the reception of people looking for a cabin or some kind of seat upgrade was both long and slow. Could not understand why I had to wait there for a purchase of 3€. Thirty minutes later, when it was my turn, I had my chance to express my complaint about the silly process. The reply I got from the Chief Purser was: “That is the process and there is nothing I can do about it”.
This is not the end of story though. As soon as I got access to wifi, I emailed the shipping company, explaining in detail my experience and the way my complaint was handled. Well, they never got back to me!
But my summer stories need to have a happy end.
I love Naxos for three reasons: good friends, awesome beaches and great food.
You can find pretty much everywhere and in the mountainous villages in particular, lovely tavernas with excellent local cuisine. Many of them have managed to build a reputation and there are cases that you have to reserve a table at least two days ahead. But our top experience did not occur in one of those popular ones.
In the tiny and less known village of Kato Potamia, Manolis and Gianna own a little outdoor only taverna that they did not even bother to give it a name. We parked our car few hundred meters away. Walking towards the taverna, the smell of jasmin and other night flowers put us in the right mood. We reached a nice and neat yard with tall pine trees and a nice mountain view. Our kids had plenty of space to play without bothering other guests. I remembered the first time I visited the place, ten years back. The owners’ children were little and they were playing ‘theater’!
The menu did not have a huge variety. Few stuff, I would say. But with genuine local ingredients, and meat grilled exceptionally by Manolis. Gianna was a great hostess and the lady that waited our table was polite ad quick. In the very end, Gianna had a pleasant surprise for us. She cooked for us and treated us with moscharaki kokkinisto (the Greek version of Boeuf Bourguignon) and galaktoboureko (a Greek dessert of semolina custard in phyllo).
Was the taverna spectacular? No, it wasn’t.
Was it unique? Certainly not.
Was it luxurious? Hell no.
It was good enough though to make a company of fifteen adults and children leave the place with all their senses fully satisfied and agree that it was the best taverna of summer 2015.
Summer vacation stories
by George Pastidis
Most often we choose to share negative customer service experiences. Don’t we?
We tend to talk about bad things that happened to us. Probably this way we channel out our anger and that makes us feel a little better. I do that. Similarly often though, I like sharing good customer service experiences. A month ago, I visited Andros island with my family.
We had rented a small apartment of a villa in Batsi. We had never stayed there before and the place was not recommended to us. It was only a random pick from the web relied on our gut feeling. When we arrived, Mrs. Nana, the owner and manager of Villa Arni, was there to welcome us politely and warm. She had prepared a welcome basket of local olives, figs, spirit and nuts and homemade marmalade and sweets and she had put a bottle of local spring water in the refrigerator. She also had a map full of tips about where to swim and eat and what is worth seeing and visiting during our stay. She was there every day, answering any question. Even when I asked her where I could go for spear fishing octopus, she checked with an expert and came back with the right answer. The room itself was marvelous. She had painted herself drawing awesome flowers all the closets. The towels were impressively soft and they had an amazing scent. When we told her that we had to leave two days earlier than what we had initially booked, she did not complain at all and she remained as polite and friendly as before. No wonder why she had rented the room an hour later.
I have another little summer story a French colleague and friend shared with me. He visited Naxos island with his family. He came back full of enthusiasm telling me that his experience was by far better than the one him and his wife had 15 years ago in Greece and he gave me one little example. When they arrived in the island, they were expecting to see the usual room to rent people advertising themselves. For some reason, there was nobody there. They checked with the only one taxi driver that was there seeking for help. The taxi driver called through his own mobile phone and found them a place to stay that proved to fine. The taxi driver had already another customer going to a totally different destination. So he called again a colleague of his asking him to come and pick them up and he never left them alone. He first made sure that his colleague came and picked them up and then he left! Now, my friend and his wife consider even buying property in Naxos.
We do not need much really to be satisfied. We do not need fancy, unique and really unexpected stuff to be pleased and become repeat guests and customers. We need only few simple things. Good manners, smile and genuine care.
Those do the job. Don’t they?
Only if Greece is playing a hot football match
Last Tuesday, I flew to Madrid, planning to return same day.
World cup did not let me go to bed early the night before and I had an early morningwake up alarm clock ring at 0430 for catching my 0700 flight.
I flew to Madrid with one hour delay that did not affect my business that went all smooth.After a tiring but satisfying day, I headed to Madrid airport wishing to have no delays since Greecewas facing Ivory Coast later in the evening.
Wishful thinking!! French air traffic control was on strike and there my nightmare started…
Announcements were only in Spanish…French, Italians and of course the Greek were trying to understand what is going on from the grapevine.
We boarded with one hour delay.
We were kept in the plane with no water and air conditioning one more hour and then we disembarked.
Flight was cancelled.
One airline employee dealing with more than 100 people. The employee was skilled and professionalbut not enough.
I lined for 2 hours waiting for my hotel accommodation and next day flight to be arranged.
Others, less lucky, had to wait 4 hours and then fly next day to Paris through Rome.
Co-passengers were getting in line fights.
I checked in my Hotel at 0200 and I had a 0500 wake up call.
One thing got me going. The texts I was receiving about Greece winning the match.
We made the pre quarter finals and that made me think that even in tough times, one little bright thing isenough to make you stand everything. Of course you cannot have your national team winning every day , every time. You can have though serious organizations, with adequate human resources, brilliant plan and rightprocesses pre-designed for dealing with such situations.
I am sure that the strike was pretty much expected and many things could have been pre-handled.
If plan matches with the right attitude and behaviors (that was there) then people will stand in line less time and of course still smiling…still preferring and recommending the same airline next time.
Me now? Never again….No way…unless Greece is playing a hot football match!!