A couple of things that have happened in the past few days have made me think more about customer service. In the text we’re using for a human relations course, the authors (Reece & Brandt) say that organizations are increasingly concerned about the quality of service to customers. They say that in any service-type business, “there are thousands of ‘moments of truth,’ those critical incidents in which customers come into contact with the organization and form their impressions of its quality and service.” Amen to that. Here are two recent experiences.
This past weekend Elizabeth and I stayed in a Day’s Inn in Rincon, GA, probably for the last time. Here’s why. Neither of us brought hair condtioner, but we weren’t too concerned about it. Most motels have the little bottles available for use. Not this one. The only toiletry on the counter was a small bottle of shampoo and a tiny bar of facial soap. No problem, or so I thought. I’d just pick some up when I went to the office to get another towel. We only had two, both pretty small and threadbare, and Lib needed one for her hair. Problem. Day’s Inn in Rincon doesn’t offer conditioner for travelers. Incredulous at this news, I was then told that these things had a way of disappearing. So??? I mean, aren’t these items meant to be used?
It gets worse. When I asked her for an extra towel, the desk clerk (after rolling her eyes) walked to another room, got a towel, and told me it was the last one. I might add that this wasn’t a “cheap” place. We’ve stayed at the Holiday Inn Express and Comfort Inn near the interstate for less $$, and the rooms, staff, and frills were much nicer. The price was less at the other two motels too. We just opted to stay at the Day’s Inn because of the proximity to Carrie’s house. Next time, we’ll go for comfort and customer service rather than convenience.
Connie says one of my favorite words is juxtapose, and maybe she’s right. But then I have a lot of favorite words like stellar and higgledy-piggledy and deterge. But I digress.
Juxtapose the Day’s Inn scenario with this. Last night we dined at the local Fatz Café with some of my husband’s family. We were celebrating Karen’s birthday of May 5th. Yes, we’re a bit behind schedule. But again, I digress. Anyway we had to wait quite a while because there were no tables or booths available for six people. Just when we thought we were about to be seated, the party decided to stay for coffee and conversation.
Alas, we waited about 20 more minutes, but to soften things a bit, the hostess apologized profusely and offered us something to drink—twice. Finally seated, we ordered our food from the senior menu (we love this!) and chatted some more while waiting for the entrees. We also munched on some warm rolls. When the food arrived, I was given teriyaki chicken instead of salmon, and the young server apologized and scooted off to the kitchen to rectify things. In the meantime, the manager came over, and he too apologized AND then said there would be no charge for the meal. He also said he was sorry we’d had to wait so long AND then sent for more rolls.
Moral of the story: Stay away from Day’s Inn in Rincon, GA and frequent Fatz Café any chance you get. About the former, no one should ever have to pay for shoddy service and the skimpiest of offerings.