"well, that's just poor customer service"

[smileyeagle1021]

OK, something I've gotten increasingly often now... the quote in my title is the most common response.

Guest is scheduled for a shuttle at (insert time), that time comes around, no guest... we wait until 60 seconds after their scheduled time and ask them if they still need the shuttle, if they say yes we tell them, "OK, but the shuttle is already late, the longest it can wait for you is 4 minutes" (the shuttle can leave a maximum of 5 minutes late... and even that is pushing it)... if they don't answer, we still wait about 5 minutes... after that the shuttle leaves with everyone who's already boarded. Now, of course we will then get people who come up to the desk at ten minutes after they are surprised, just shocked, that the shuttle would have left...

SC- what do you mean the shuttle left, we reserved space on it!
me- I'm sorry, but it was scheduled for (time), at that time we tried calling you and couldn't get through, we waited 5 minutes after you were scheduled, but the shuttle can't leave later than 5 minutes late because other guests need to get to the airport.
SC- well that's just poor customer service, you should always wait for everyone who's reserved a shuttle.
and I finally said it (only once, but might say it again)
me- I'm sorry, but there were 4 people on the shuttle for whom we provided superior customer service to by getting them to the airport on time and went above and beyond by trying to give you a chance to still get your shuttle by giving you an extra 5 minutes, what you mean is we aren't willing to do the impossible by satisfying both the guests who are responsible enough to show up on time and satisfying the irresponsible guests who can't.

[thehippie777]

I hate that. It rarely happens that they are that late. I have had something similar, but ended up waiting for the "I am on my way down" for 10 minutes. The people on the shuttle were beyond PISSED. I prolly shouldn't have let them be so late, but the late people were pissed at me for not being okay with the shuttle waiting. If it ever has to wait again, I will let the other guests be very informed about how they will be late because the guest that is late thinks himself better then them & they should happily let him know how he screwed up thier timing, well but a little more sly.

[ditchdj]

Of course you could have done the same thing that desk clerk on "Planes, Trains, and Automobiles" said to a ranting and raving Steve Martin: "Well, you're fucked!"

[crazylegs]

So these idiots would expect a train or an aircraft to wait for them? Suuuuuure.

[freaktard]

My new fantasy conversation:

"Well, that's just poor customer service!"

"Well, you're a poor customer!"

[Jester]

If it ever has to wait again, I will let the other guests be very informed about how they will be late because the guest that is late thinks himself better then them...

Hell, if that happens again, I would send the people who were on time on their way and make sure they are happy. Why are you bending over the douchewaffle anyway? If they can't be on time, that is their problem. Why make it everyone else's problem?

I like that Smileyeagle not only sent the shuttle on its way, but told the guest why.

[Eireann]

Why are you bending over the douchewaffle anyway? If they can't be on time, that is their problem.

Jester... you have no idea what sort of visual imagery that question is causing me now. I hope I don't have weird dreams tonight.

[Jester]

I meant bending over FOR the douchewaffle, smartass!

My fault, I guess, for training you all so well in the fine art of smartassery.

[Eireann]

Freudian slip, methinks.

[nomorecarts]

I hate that. It rarely happens that they are that late. I have had something similar, but ended up waiting for the "I am on my way down" for 10 minutes. The people on the shuttle were beyond PISSED. I prolly shouldn't have let them be so late, but the late people were pissed at me for not being okay with the shuttle waiting. If it ever has to wait again, I will let the other guests be very informed about how they will be late because the guest that is late thinks himself better then them & they should happily let him know how he screwed up thier timing, well but a little more sly.

"when he gets here, I'll stand in front of the camera for 2 minutes facing away from you"

[DGoddessChardonnay]

Freudian slip, methinks.

Hmmm . . . Freud was a cross-dresser. Somehow I don't think CNN will be interested in hearing that bit of news.

Better contact the History Channel. . . they might go for that sort of thing. You just need to come up with photos of Freud wearing a slip. . .

[bainsidhe]

If you're old enough to rent a room, you're old enough to be on time for your shuttle. Granted I fly very seldom, which is why I panic at the thought of not making my flight and show up terribly early.

[PepperElf]

i take it they shut their mouths after being told off on that
but hey... o well. personally i usually try to be early cos... hey it works better that way

[Applerod]

The needs of the many outweigh the needs of the few or the one. Your customer service was excellent; the only way the hotel could do any better would be to more thoroughly emphasize how shuttles must leave on time, cannot, and will not wait more than four minutes at maximum for individual guests.

[thehippie777]

Hell, if that happens again, I would send the people who were on time on their way and make sure they are happy. Why are you bending over the douchewaffle anyway? If they can't be on time, that is their problem. Why make it everyone else's problem?

I like that Smileyeagle not only sent the shuttle on its way, but told the guest why.

You're right, but Mangement disagrees. It's usually high ups in the members program, and we have to basically kill ourselves to please them. grrr