05.28.19
Responding to Less than Perfect
How many times have you received a survey request from a hotel or resort where you stayed? Recently my wife and I were able to spend some time at a nice all-inclusive resort. Most things were top notch. After the trip, I received a survey request (which I usually delete) but on this one I selected very satisfied on most items but on room information I noted that there were some issues with the room’s air conditioning. In less than twenty-four hours, I received a personal email of apology from the manager communicating how sorry they were for anything less than perfect.
While the issue with the air conditioner, from my perspective, was not a big deal, the culture of the resort is that they want guests to be totally satisfied. I appreciated that email because it showed they read the concern and cared about it.
In our businesses we may or may not send out satisfaction surveys, but how do we respond to our customers if there is anything less than complete satisfaction? It can be easy to ignore less than stellar reports of our customer service failures or short comings but if we seek to address directly with our customers, I believe it fosters a deeper relationship with them. When we are truly interested in improving and work to provide better service, it strengthens the commitment between the customer and the supplier.
Regards,
Brian
