When you go into a hotel or any type of business and you hear about customer service and hospitality, does it ever feel fake? The words ring hollow to often because they say them as long as you can bring money to them and it is a one way street. Once you need them to extend a favor or the hospitality back your way they just don't seem to care about you like they did before.
I've heard many frequent flyers and hotel chain members who complain about being one night or flight short of reaching the top level of membership and when they ask for the night to be given to them, they are told no. Yet when these companies need the business of the travelers, like now or after 9/11 they said and did all the right things to get people to come back and stay or fly with them. Soon after business was back to normal, they eased back and starting changing they way they handled frequent travelers needs.
Now I understand that businesses are in business to make money and I'm all for that but please don't be fake and pretend like you care so much about the customer. Yes, I've been in the hospitality industry for most of 20 years and most people that I've worked for truly care to keep the guest happy and it can be discouraging when you are told to do things a certain way and then at some point in begins to change and it is solely to save money.
Getting out and communicating with the public through Twitter, blogs, emails, newsletters and the like are great but people can see when you truly care and when you are just looking to get their money. They don't want to be nickeled and dimed to death but would be willing to pay a decent price to have everything included.
I would love to see the best of both worlds come together. The modern convenience and technology mixed with the old-school way of caring for the person right in front of you and not just seeing them as a dollar sign or a number.
As the economy changes and people reevaluate how they do business and whether or not they even have to travel will begin to see many businesses change how they treat the public. If not, they may not make it long term.
Southwest Airlines is a great example of that. They do things that make flying with them a joy. The other airlines don't and then they complain about the things that Southwest Airlines does. Change or close up shop may be the answer.
I just want the companies and businesses to do what they say and be genuine. Don't be shy about making money but don't try to rip everyone off in the process or be two-faced about it.
Thanks and have a good day.
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Thursday, November 12, 2009
Wednesday, February 25, 2009
Nashville Airport Earns Awards for Concessions and Customer Service
Many elements of Nashville International Airport’s (BNA) recent terminal renovation project, as well as the airport’s ongoing exemplary customer service, garnered top honors from Airport Revenue News, a leading concessions trade publication. BNA earned awards for the Best Concessions Management Team; Airport with the Best Customer Service; and Airport with the Most Unique Services, all in the medium airport division, in the Airport Revenue News’ 2009 Best Airport & Concession Awards.
“These industry awards provide tangible affirmation that our recent terminal upgrades have enhanced the BNA team’s ability to provide the Nashville Airports Experience to our passengers and customers,” said Raul Regalado, president & CEO of the Metropolitan Nashville Airport Authority (MNAA). “We remain steadfast in our commitment to excellence in providing premier facilities and services to travelers.”
Visit FlyNashville.com to learn more about the Nashville Airport.
Friday, October 12, 2007
A Concierge to the Rescue
In a Time of Need, a Concierge Steps Up
By JOE SHARKEY
It was only four hours later, after checking in at the Taj Mahal Hotel in New Delhi, that I realized my cellphone had not accompanied me on the two-hour journey.
I figured I could kiss that baby goodbye, but a companion suggested a long shot.
“Try the hotel concierge,” he said.
Now, my idea of what a concierge does is book a restaurant or score a couple of hard-to-get box seats. But when I called Albert John, the concierge at the Taj Mahal, he got on the case immediately, working with Piyush Dhawan, the duty manager.
“This may take some time, but I will keep you informed,” he said.
I worked in my room all day, and Mr. John was on the phone regularly. And yes, they had found the phone in Mumbai.
“Can you describe it other than the model?” he asked.
“Well, it has a screen saver of a parrot on the outside and another one on the inside.”
“Two parrots,” he said.
Mr. John and Mr. Dhawan negotiated the bureaucratic hurdles. An affidavit was required along with a photocopy of my passport. Evidently, the parrots helped persuade officials that I was indeed the owner.
Mr. John called my room to inform me the cellphone was being flown to New Delhi, and should be delivered before I checked out. (I had a late checkout for the red-eye back to Newark).
An hour later, Rahul Manchanda, the hotel’s airport officer, was at my door with the wayward cellphone, having picked it up at the airport an hour away.
There are two points to this story. One is that the Taj organization, founded 100 years ago, is among those luxury chains expanding internationally, including in the United States, where it will compete with established brands like Four Seasons and Ritz-Carlton, both based in North America, and the Peninsula Hotels, based in Hong Kong. At the luxury level, personal service is one of the market differentiators.
The second point has to do with the Registered Traveler program. That program is moving ahead slower than anticipated as the Transportation Security Administration drags its feet on approving technology that would, for example, allow members to keep their shoes on.
Read the complete article in the New York Times-Business section.
By JOE SHARKEY
It was only four hours later, after checking in at the Taj Mahal Hotel in New Delhi, that I realized my cellphone had not accompanied me on the two-hour journey.
I figured I could kiss that baby goodbye, but a companion suggested a long shot.
“Try the hotel concierge,” he said.
Now, my idea of what a concierge does is book a restaurant or score a couple of hard-to-get box seats. But when I called Albert John, the concierge at the Taj Mahal, he got on the case immediately, working with Piyush Dhawan, the duty manager.
“This may take some time, but I will keep you informed,” he said.
I worked in my room all day, and Mr. John was on the phone regularly. And yes, they had found the phone in Mumbai.
“Can you describe it other than the model?” he asked.
“Well, it has a screen saver of a parrot on the outside and another one on the inside.”
“Two parrots,” he said.
Mr. John and Mr. Dhawan negotiated the bureaucratic hurdles. An affidavit was required along with a photocopy of my passport. Evidently, the parrots helped persuade officials that I was indeed the owner.
Mr. John called my room to inform me the cellphone was being flown to New Delhi, and should be delivered before I checked out. (I had a late checkout for the red-eye back to Newark).
An hour later, Rahul Manchanda, the hotel’s airport officer, was at my door with the wayward cellphone, having picked it up at the airport an hour away.
There are two points to this story. One is that the Taj organization, founded 100 years ago, is among those luxury chains expanding internationally, including in the United States, where it will compete with established brands like Four Seasons and Ritz-Carlton, both based in North America, and the Peninsula Hotels, based in Hong Kong. At the luxury level, personal service is one of the market differentiators.
The second point has to do with the Registered Traveler program. That program is moving ahead slower than anticipated as the Transportation Security Administration drags its feet on approving technology that would, for example, allow members to keep their shoes on.
Read the complete article in the New York Times-Business section.
Sunday, September 30, 2007
Thoughts of a Bellman
I Just Roll With It.
"The person who brings up the bags and opens the room for you should get $1 or $2, unless you have a whole trolley of luggage, when it should be more." - New York Times
Of course, you can always require three whole trolleys for your numerous and heavy boxes and shrug it off with, "I'd tip you but I'm all out of cash." I just keep it polite and hope that tomorrow is a better day.
Anyone hiring?
Visit his blog at ChezBez
Wednesday, September 12, 2007
We Bought some Vegas Doorstops
Our hotel decided to buy a couple of the Vegas Doorstops to see how well they work and if they are as good as they sound, I'm sure we will buy more. We even bought holsters for them. *smiles* Yep, it's gonna be like a real wild west hotel with all the bellman packing heat.
Stay tuned to this blog for future updates on how cool these make the bellmen look.
~~~~~~~
Simplicity is the Key Advantage
With the door straight open to a 90 degree angle or more, place the Door-Pro Doorstop over and onto the middle hinge-pin. Using it on the middle hinge balances the weight of the door. See "How To Size."
The Door-Pro Doorstop is constructed to slide over and onto the top of the hinge-pin and down alongside the hinge plates. The doorway is now easily accessible.
~~~
~~~ 
The Door-Pro Doorstop is made only to be used on the hinge-pin.Do not wedge doorstop in door jam.
Stay tuned to this blog for future updates on how cool these make the bellmen look.
~~~~~~~
Simplicity is the Key Advantage
With the door straight open to a 90 degree angle or more, place the Door-Pro Doorstop over and onto the middle hinge-pin. Using it on the middle hinge balances the weight of the door. See "How To Size."
The Door-Pro Doorstop is constructed to slide over and onto the top of the hinge-pin and down alongside the hinge plates. The doorway is now easily accessible.
~~~
~~~ 
The Door-Pro Doorstop is made only to be used on the hinge-pin.Do not wedge doorstop in door jam.
Tuesday, September 11, 2007
Customer Service At It's Best from Blog Blog Woof Woof
I thought this was a great description and story of service in Nashville. Enjoy!
C.S. Webbspun
~~~~~~~
A couple of weeks ago I woke up with a case of sciatica. I didn't know what it was at the time I just knew it hurt. I was coming down the stairs and my knee buckled in one of the worst bursts of pain I have ever felt. I struggled through the next week or so trying stretches and whatnot without much change. Then I went to Bonnie, my mother-in-law, who happens to be a Healing Touch practioner and instructor. She worked on me two days in a row and I scheduled an appointment for a massage a couple of days after that. I had begun to feel better but after the massage I really started to feel better and eventhough I'm not 100% yet I felt good enough to go to yoga yesterday.
Not really thinking about it this morning when the phone rang and it was the massage therapist calling to see how I was doing. That, my friends, is customer service. I went to her on the suggestion of Tara, she did a good job, she was filled with info and suggestions about how to get and stay healthy. As is quite often the case I am glad I took my wife's suggestion.
The Masseuse is:Val Knust, LMT(615) 300-8331She's located at East End Body In Balance Nashville.
This if from BlogBlogWoofWoof the blog
C.S. Webbspun
~~~~~~~
A couple of weeks ago I woke up with a case of sciatica. I didn't know what it was at the time I just knew it hurt. I was coming down the stairs and my knee buckled in one of the worst bursts of pain I have ever felt. I struggled through the next week or so trying stretches and whatnot without much change. Then I went to Bonnie, my mother-in-law, who happens to be a Healing Touch practioner and instructor. She worked on me two days in a row and I scheduled an appointment for a massage a couple of days after that. I had begun to feel better but after the massage I really started to feel better and eventhough I'm not 100% yet I felt good enough to go to yoga yesterday.
Not really thinking about it this morning when the phone rang and it was the massage therapist calling to see how I was doing. That, my friends, is customer service. I went to her on the suggestion of Tara, she did a good job, she was filled with info and suggestions about how to get and stay healthy. As is quite often the case I am glad I took my wife's suggestion.
The Masseuse is:Val Knust, LMT(615) 300-8331She's located at East End Body In Balance Nashville.
This if from BlogBlogWoofWoof the blog
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