What your Customer sees when you’re NOT collaborative internally!
So I spent some time at a Radisson Hotel at the Waterpark of America this past weekend. Let’s just say the housekeeping and booking process did not live up to the standards I am used to when staying at a nationally recognized chain of hotels. I proceeded to express my views upon checking out on Tuesday August 27th:
I did send Dana an email on August 28th, 2013. Now the problem is I am sending an email to a general email box, NOT Dana. So who knows if my email will be read and addressed. Sometimes these tweets are sent to passify us Customers thinking we will not bother doing anything further after venting. Yeah not in my case after the money investment we made in their establishment! What happens next is that I look in my inbox to see the following two emails. The interesting thing is they first want me to come back right away with a discount….did you read my tweet (and if you think I have not gone back after stating something like this your wrong!). Then they ask me how things went and asked me to take time to help them improve…really?
Then the 2nd email asking how my stay was from of all people the COO! Come on really this is so automated and fake. I understand someone’s name has to be on it, but there has to be better ways to do this. Also you know where this originated from right?! The first thing I did was look him up on all the social networks….YUP you guessed it. No presence what so ever. You are begging for trouble with this, you know that right Radisson and CarlsonRezidor Hotel Group. If he is not going to use it get rid of it. Your customers that value that channel do not value the fake attempt to be apart of it.
Now Javier does have a good profile on LinkedIn….I say good because all he is doing is gathering connections…but who I am to judge. But if I was in charge of sending out the above emails I would think twice about using this profile on the signature. Because there is so much more He and team could be doing besides this cold, unfriendly, see through it automated email. Trust me lot more positive customer engagement and internal employee collaboration could be happening.
If your teams were more collaborative these two emails would NOT have been sent and Dana would’ve taken over as soon as She or He tweeted back to ensure resolution and nothing else adds gas to the fire. Your current automated systems, fragmented and disorganized departments serving your customers can NOT do this today…or can they?
Offer from the Radisson that was given by the Customer Support Team not the Hotel itself. They never called. Wrong move again shows disconnect between corporate and regional properties. Also if I am a regional hotel operator I want to get as close to my customers as a I can. 6 degrees of circle of influence!
You have HIGHLY educated, passionate, and motivated people that do want to help customers and even better make their experiences exceed expectations. Let them solve problems together for the good of the company not some department goal or objective. Your customers or becoming digitally savvy and this will become a hourly occurrence by all your customers. Hashtags are mainstream NOW. Wait til more people start understanding the power they have as a consumer. You will have to adapt and starting internally is the easiest step. Well maybe not easiest, but it will be the most effective!