Green Valley Ranch Reservations Encounter – Have Your Checked Your Customer Service Lately?

Articles, Make Your Best Impression Blog   ·   February 24, 2010

Today,  I was headed out to Las Vegas for a week long meeting for speakers and authors. When I arrived at the airport (in ample time), I was not alarmed when the announcement was made that they flight was delayed. Soon the airline reported that the maintenance error was not resolved and that they were cancelling the flight.

All passengers were told to report to the gate to be reassigned the next available flight. After about 1.5 hour standing in line (making the best of an uncomfortable situation), I finally reached the desk. The agent Mr. Ryan T. did his best to serve those of us stranded and those trying desperately to check-in for their flight.

After a time of key punching, I was told that I could get out at 4pm; however the connecting  flight was on time so I would not make the final connection.  The soonest they could get me too my destination was on a 6am Delta flight tomorrow morning.

What is the cost? First of all, I know it is not the agents fault, and I would prefer not to fly in a faulty plane.  My event begins tomorrow at 8am, so I will be missing the first portion of the meeting. That of course is a monetary cost to me.

Next I sat down to call the hotel Green Valley Ranch Resort to let them know that due to the cancelled flight I would not be arriving at the resort this evening and to change my arrival for the next day. Of course, I wanted to be sure to call the hotel in enough time so that the could release the room and I would avoid the charge per their policy.

Keep in mind, when I called the hotel I had already been delayed, cancelled and completely inconvenienced.  When the hotel operator answered the phone, I explain the situation and she said she would transfer me to someone that could help. When that someone finally answered the phone, after repeating again my conformation number and situation, I was asked to be placed on hold.

 When the agent returned, she said, “It would be best if you speak to the front desk to handle this.” I replied, “I don’t understand why you cannot share this with the front desk as I have been through the ringer- bad day.” Keep in mind, when I was transferred I was told that I was being sent to someone that could help me.

The agent replied, “That is what I am trying to do. I am sorry you are having a bad day, but you don’t need to take it out on me.”  I countered with, “I am not trying to take anything out on you, I just don’t know why you cannot tell the front desk since I was transferred to you. Do you know why I was transferred to you?” “I don’t know, I just answered the phone.”

Well, needless to say the agent’s response to me (the customer, meeting planner, business etiquette speaker, customer service expert and radio show host) was not in the best interest of the hotel.

How should they have responded? Like this,” Ma’am I am sorry you are having a bad day, unfortunately they transferred you to the wrong department.” She could have also said, “I will be happy to tell the front desk you will be arriving tomorrow.”  She didn’t do either, but instead decided that she would not empathize with a client’s situation, but tell me I didn’t need to take it out on her.

I called the resort to talk with the management. It is unfortunate when things like this happen, (especially when you are working with another vendor or organization) that negatively impacts your brand image.

Will I think twice about booking a meeting at this property? Yes, I will. They now have huge up-hill battle to climb, because someone had a chance to be the solution yet chose to be defensive and not truly listen to the customer. In fact, she basically called me down and did not even understand how she missed the mark.

As a business etiquette expert, speaker, author, and meeting planner, let me encourage you not to make the same mistake. If you can make something easier for a client, just do it. They will remember you as the one that made their life a little better that day. Not the one that just added to their stressful and frustrating experience.

So who suffers here? The flight delay cost me time, money, and undue stress and frustration. It also cost the hotel which now has a professional blemish that could have easily been avoided with the right attitude and willingness to really listen to the customer and their needs.