Call me old-fashioned, call me old, you’d be right on both counts, but I do like good customer service, no, actually, I like excellent customer service. Being self-employed, I make sure that’s what I give, if I didn’t, my reputation would suffer.
Let’s look at two scenarios to test out the principles of good customer service, you decide what actually happened.
It was the last day of a snow-packed slippy-slidey no-fall ski holiday (that’s no falls on the downhill, the cross-country had obligatory falling over). The snow just kept coming down and we were happy.
Our Chamonix hotel, the Faucigny was a favourite place to stay, we’d been there many times, welcomed warmly by the couple who ran it as a family business. They had since retired, but we went back as we loved it there.
It’s usual for ski boots and skis to be kept in the bowels of a hotel, usually in a room heady with the scent of 100 sweaty feet. We have our own boots, moulded to our feet and fitted with customised footbeds, so comfortable, like having your feet kissed…
As we opened the door that last morning, instead of our two pairs of boots, there was one. Mine. Noel’s had gone.
In scenario one, we speak to the reception staff, in French of course, who sympathise and offer to cover the cost of hiring boots for the day, and promise they will do their utmost to track them down. We leave re-assured and head out to ski our little legs off, trusting our hotel will sort everything out for us. On returning, we are presented with the missing boots, a guest had accidentally taken them, apologised profusely for the inconvenience, leaving a gift, a generous gift, we’re overwhelmed, we shed a tear or two, embrace the hotel staff, who hand us a warming cuppa and huge slice of gateau then bid them a fond farewell, promising to return. Soon.
Scenario two and we’re met with a shrug, there’s an offer of a discount voucher to hire replacements, the same voucher offered when we arrived. Definitely the least they could do. The hire boots fit like gloves, boxing gloves. It’s not a good day. We return to the same shrugging and decide to report it to the police as a theft, that way we can claim on the insurance. We spend the penultimate hour of our holiday in the Gendarmarie explaining everything in our best French. On returning to the hotel, to pick up the airport taxi, Noel checks the boot room one last time. The boots are back, still warm, and wet through, the reception staff shrug, saying one guest returned, but they didn’t see who, yeah, right. Noel explains in his best French that he’s not happy and would very much like to discuss reimbursement of the hire cost of the boots with the person responsible. More shrugs. We’re hungry, thirsty and angry and already composing our Trip Adviser review.
Once when we were there before, we’d returned to the room to find it hadn’t been cleaned. Monsieur was mortified, he called the cleaner back, apologised profusely and gave us a bottle of champagne and sacked the cleaner. That was customer service.
So, which scenario was it, dear reader?