We hear a lot about what “good” customer care is, and how companies value their customers, but the truth is that’s often vague lip service from a company that in the end doesn’t give a damn one way or the other (think AOL, as an example).
Check out the help that Eric Stoller got when he forgot his Mini-DVI adapter for his MacBook Pro.
Upon arrival at PDX I switched on my laptop and hopped onto the web courtesy of the free wi-fi at the Portland Airport. I looked up the JW Marriott Hotel Pennsylvania Avenue’s web site and called their general information number. The operator was very patient with me as I quickly summarized my situation. She connected me with HD at the Marriott’s Audio/Visual Department. I spoke with HD regarding my rookie Mac mistake. HD informed me that one of their staff would go out and purchase the cable for me. I was extremely grateful and relieved. The JW Marriott’s AV staff is very customer service oriented and I appreciate their assistance. When I arrived at the hotel, the cable was waiting for me at the front desk.
The wind-up is that the staff bought the adapter and let him use it while he was there, then kept it in case someone else needs one in the future. I think this is the kind of thing that should make other companies who pay lip service to the value of their customers stand up and take notice.
I can say I’ve had a similar experience at the Sheraton in Santa Monica. The first time I stayed there, I could not get my iBook to connect to the hotel’s internet connection to save my life. In the end, they realized it was most likely a problem with the wiring in my room and offered to move me to another room. I didn’t take them up on it because I figured it was a blessing in disguise and I didn’t have anything critical that needed to get done, but just the idea that they would move me to help me out kept me going back there for years.
via Consumerist
[tags]marriott, hotel, customer service[/tags]