Going overboard

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Welcome to the secret shopping blog, where we look at the world of secret and mystery shopping.

I stayed at a very nice hotel the other night while attending a conference in Newport Beach, California. I enjoy luxury like anyone else. Although a recent survey in USA today proves that most people consider luxury to have more to do with time, family and recreation than it does with stuff and pampering. I like luxury hotels because the smell of the affluence is everywhere and it is a wonderful aroma to soak up. It changes your attitude about yourself, even if just for a night. But sometimes the luxury properties go overboard in the service area.

I checked into my room and was going to put my feet up for a few minutes. As soon as I got comfortable, the phone rang. It was the front desk clerk who was very polite and helpful upon check-in. She wanted to make sure everything was to my satisfaction. “Yes, thank you” I replied. I got my feet up again and was just about to be relaxed, when a knock came at my door. I answered. It was housekeeping seeing if I wanted them to turn the bed down for me. “No thank you”, I replied. I got my feet up again and within two minutes the phone rang again. It was the concierge. Was there anything I needed to make my stay more enjoyable? I about lost my manners, but I replied, “No thank you”.

Sometimes in our efforts to appear to give great service, we forget what our customers consider great service. Don’t just blindly create service routines and policies without finding out how it will be perceived. You may accidentaly annoy the hell out of people you are trying to please.

Here’s how it could have been handled. The desk clerk checking me in could have offered to make a follow up phone call to me, could have offered turn down service and could have offered to have the concierge help me with whatever I needed while she was going through the check-in process. It would not have taken any more time. It would have made me feel important and that pampering was available if I wanted it. Some customers would accept and then be greatful and gracefully enjoy the extra services. I would have declined and been happy to go about an uninterupted nap.

It would also mean that the staff would experience less rejection from guests and spend their time giving service to people who wanted service and not spending time offering it to people who do not want it.

Look at how you are doing things.

bye for now, Tron

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.