Should it be an Option or an Expectation?
My family and I recently took a trip to the Pocono Mountain area with our church group. The resort we stayed in was very nice and our villa was very comfortable. We had a spectacular wooded view from the back of the villa. Now while we had some great ammenities, there were some issues with the service we received from the front desk.
When I made our reservations several months ago I became aware that the resort charged $10 per day for internet access. Knowing that I'd need to check on clients, prospects, and email while I was away, I inquired about the charge and was told that yes, there was a charge for internet but if I could access internet in the lobby free of charge. That sounded like a plan!
We arrived, checked in and unpacked at our villa. Once we got settled in, I thought I'd venture down to the lobby area and check email etc. on my laptop. Upon arriving at lobby area, I sat down and attempted to connect to the Internet. No luck. A screen popped up and told me I would have to purchase a 24 hour increment of Internet time for ....you guessed it, $10. So I'd have to just let the front desk know about this and I'd have my free internet from the lobby!
When I asked about the charge for Internet access from the lobby, I was told... of course...that it WOULD cost $10 per day for internet access. "When I made reservation in June I was told that I could get Internet for free in the lobby", I protested. The woman shook her head and responded, "They told people alot of things." "I need to keep track of my business," I objected. "Well," she replied, "you have to understand. This is the country and people aren't planning to do business when they come here. They're happy they don't have cell phone access or Internet. We just don't have all that in the country." In disbelief I said, "Miss I live in a rural farming area. "We don't have resorts where I live. We don't have restaurants nearby and we don't have gift shops! But....we DO have Internet and cell phones there!"
There were other times when we needed to call down to the front desk. Everytime, the person on the other end was not pleasant and actually seemed annoyed. We increasingly dreaded calling the front desk for any reason. Its a shame that the people that you have first contact with make such an impression and first impressions mean so much!
I really don't understand how the lady at the desk could have made a statement that the resort personnel had "told people alot of things." Later that evening, I began to think about the way I do business as a Professional in one of the most obvious customer service oriented careers around! I never want to think that I just "tell people a lot of things" that have no substance. Is it just lip service to get someone to list with you? To buy from you? In this business reliable customer service shouldn't be just an option. It should be an EXPECTATION!