I received an email from a female Hilton employee informing me that if I did not call the hotel to give them a different credit card number, my reservation would be cancelled.
Perhaps, my expectations are too high. I expect to be treated better!
Real World Story: The following account happened to me at the Hilton hotel in Calabasas, CA.
It all started the day before my arrival. I received an email from a female Hilton employee informing me that if I did not call the hotel to give them a different credit card number, my reservation would be cancelled. As a Hilton Diamond member, I have NEVER had this problem, especially since I have two valid credit cards listed on my account.
Nevertheless, a tad annoyed, I called my destination hotel. I explained the problem to the man who answered the phone. He asked for my confirmation number. When I told him I did not have it readily handy because a travel agent booked my stay, he transferred me to the Hilton Honors desk. The problem is Hilton Honors agents are not located at an individual hotel, so they cannot update the credit card information required AT THE HOTEL booked. The Honors agent had to transfer me back to the hotel where the female agent who sent my email, Dee Dee, answered the phone. My frustration is now mounting. When I explained the situation to Dee Dee, she told me I should make sure my credit card information is updated. Um, my credit card information IS updated. The travel agent who made the reservation used HER credit card. Eventually, the necessary changes were made.
When I finally arrived at the hotel, I was not looking forward to possibly meeting Dee Dee and was dreading the check-in process. Naturally, Dee Dee was the one to check me in. She seemed pleasant, but she never apologized for the inconvenience about the credit card and made no mention of it. (Remember, this is only one day after I called.)
The next morning, I called the front desk to ask what latest checkout time I could get. Dee Dee answered the phone and without hesitation said, “12.” I said, “What? 12?” Very harshly she retorted, “Yes, 12!” I didn’t say anything, knowing that as a Diamond member, I’m allowed a 2 pm checkout! With no warning, she blurts, “What room are you in?” Before I could answer, she rattled off my room number and then told me abruptly to hold. After a brief hold she came back and said, “You can stay until 2.” End of conversation. Ouch. Once again, this encounter made me feel bad.
Although other Hilton employees were friendlier and more helpful, the repeatedly bad contacts with one employee tainted my entire experience at the hotel. As a result, I have NO intention of ever returning.
Strategies that Turn it Around:
- One bad apple spoils the barrel. A bad apple won’t spoil the experiences of only your customers, but they can also infuse, like wildfire, negativity within your organization that can kill company morale and devalue your service goals.
- Hire for attitude, train for skill. As I’ve said a hundred times before, exceptional customer service agents have the innate desire to be helpful. Don’t ever let a lack of experience or skills stop you from hiring and building up these diamonds in the rough.
Remember: It takes time and teamwork to build your brand and deliver consistently exceptional service. It takes only seconds for one bad apple to tear it all down.
How do YOU ensure that one employee does not ruin a customer’s entire service experience with your organization? Please share your comments and stories.