Bettie’s behavior was an extension of its leaders priorities. You think Bettie was peppered with messages about taking care of guests and still did that – I doubt it! It might as well have been the hotel management team was standing between you and your breakfast. They are ultimately responsible. They are the reason they’ll lose your friend’s future income, as well they should.

The thought leadership may side with Lauren, claim that “the customer is always right” but unless they give the customer service team the power to enforce it, it’s a hollow promise. (And yes, I think you should contact management, see if they can help make it right.)

Here’s a positive example: Years ago while at EPCOT in Disney World, someone dropped a snack bag, popcorn or something; I think they were bumped by another guest. A relatively low level staffer immediately went to clean the spill and replace it, even though the guest was fine and the bag was half eaten. Spills happen, the guest was not upset, yet the WDW cast member was empowered to act when he saw the chance to improve the guest experience. That is customer service.

I agree about remembering and sharing good customer service stories. Some years back, dressed in raggedy blue jeans and an old coat, I went into the Sharper Image to see if they had a watchband to replace the one that had broken on my watch. (A model they carried in the store.) The clerk stuck his nose in the air, gave me a look of clear disdain and suggested I visit a kiosk at the mall.

Instead I went next door to Berger & Son Jewelers in Pepper Pike, OH. I went up to the counter and asked about watch bands. They said they had a box in the back with bands customers had traded from new watches and they would go look for it. In the meantime, they suggested that I have a glass of wine, eat some grapes and explore their trunk show of silver jewelry. Soon someone brought out the box, we found a band that suited and they went to the back to resize it and put it on my watch. I ate some more grapes, perused the show and picked out a bracelet to buy along with the watchband.

Berger & Son didn’t judge me on my attire and they made an extra sale. I’ve also told this story to many people over the years so hopefully have driven some business there way. Sharper Image, well I’ve not been back since. Good customer service wins out every time.

From the flip, the times that the front-line of a company has wowed me most definitely has stuck in my mind more than all the negatives. Why? Because unfortunately it doesn’t happen often enough. I could go into numerous bad customer service stories or why I truly felt compelled to never shop at a particular store ever again. But when that one sales associate or even stock-boy helps me, above and beyond and in a way that would never be duplicated (in my eyes), then kudos to the employee and the company for understanding the importance of the front-line vs. just their marketing.

Reaching out to hotel management is exactly the right move – they need to realize what happened, as customer service is huge in the hotel industry.

Good post David!

God bless you for your time on the front lines of a technology service provider. I’ve had a couple clients in that business and it’s not easy.

For the record, I also don’t ascribe to the philosophy that the customer is always right. Sometimes they’re wrong. You need to help folks on the front lines be able to weigh a customer request or claim, figure out where it sits on the spectrum and respond appropriately.

But you’re right- somewhere, somehow, the Corporation must allow for discretion on the part of the Customer Service Interface.