Yeah, you know the saying about more flies with honey... uh-huh, it rings true in hotels also.
Me: Front desk, this is Smiley, how may I help you?
SC: Yeah, I can't get internet in my room.
Me: Okay, let me look into it, do you mind holding a few minutes?
SC: Fine.
So, I look at the router map, none of them appear to be having problems, but I send a reset signal to the router closest to his room anyway just in case.
Me: Thank you for holding. It looks like if there is a problem it is on the ISP's end. I've troubleshot our own network just in case it was a problem with ours, the router should be back up in about a minute or two and we can see if that fixed it, unfortunately if that doesn't work we'll have to wait until morning when we can get a tech from the ISP out to look at their equipment.
SC: Oh, isn't that typical, refusing to accept responsibility and passing the buck.
Me: I'm sorry you feel that way sir, but we contract out our internet, we have minimal control over it.
SC: The whole reason I stayed her is for the free wifi, I'm in town on business, and you are doing nothing to make me a happy customer.
Me: I'm sorry sir, but we've done all we can at this point to get it working, if you would...
SC: Bullshit you've done all you can, you just are too lazy to make this right. I swear I will put every negative review I can out there, I doubt there is anything you can do to make me happy at this point.
Me: So, let me make sure that I understand, there is nothing we can do other than fixing the wifi, which I've already explaind we can't do right now if it is on the ISP end, that will make you happy?
SC: What is so hard to understand about that?
Me: Well, I was going to say if you would allow me to contact my supervisor, I can have them waive the resort fee and perhaps do a discount on the room sense we weren't able to meet your expectations, but as it is that you have admitted to me that this would not be on your list of acceptable solutions, I doubt now that a supervisor would approve it, as it is their job to make guests happy, not give away money.
SC: (insert incoherent rant here)
Me: I'm sorry sir, but I have guests at the desk, at this time I will have to release the call and if anythign else comes up, please call back and we will be happy to assist you.
*click*
Seriously, the standard discount for something like that on a weekend like this would have gotten him between $40 and $50 off his stay, but you know what, we have to want to go above and beyond for you, and after you insult us and admit that we aren't going to satisfy you anyway, you'll get what you get.
Me: Front desk, this is Smiley, how may I help you?
SC: Yeah, I can't get internet in my room.
Me: Okay, let me look into it, do you mind holding a few minutes?
SC: Fine.
So, I look at the router map, none of them appear to be having problems, but I send a reset signal to the router closest to his room anyway just in case.
Me: Thank you for holding. It looks like if there is a problem it is on the ISP's end. I've troubleshot our own network just in case it was a problem with ours, the router should be back up in about a minute or two and we can see if that fixed it, unfortunately if that doesn't work we'll have to wait until morning when we can get a tech from the ISP out to look at their equipment.
SC: Oh, isn't that typical, refusing to accept responsibility and passing the buck.
Me: I'm sorry you feel that way sir, but we contract out our internet, we have minimal control over it.
SC: The whole reason I stayed her is for the free wifi, I'm in town on business, and you are doing nothing to make me a happy customer.
Me: I'm sorry sir, but we've done all we can at this point to get it working, if you would...
SC: Bullshit you've done all you can, you just are too lazy to make this right. I swear I will put every negative review I can out there, I doubt there is anything you can do to make me happy at this point.
Me: So, let me make sure that I understand, there is nothing we can do other than fixing the wifi, which I've already explaind we can't do right now if it is on the ISP end, that will make you happy?
SC: What is so hard to understand about that?
Me: Well, I was going to say if you would allow me to contact my supervisor, I can have them waive the resort fee and perhaps do a discount on the room sense we weren't able to meet your expectations, but as it is that you have admitted to me that this would not be on your list of acceptable solutions, I doubt now that a supervisor would approve it, as it is their job to make guests happy, not give away money.
SC: (insert incoherent rant here)
Me: I'm sorry sir, but I have guests at the desk, at this time I will have to release the call and if anythign else comes up, please call back and we will be happy to assist you.
*click*
Seriously, the standard discount for something like that on a weekend like this would have gotten him between $40 and $50 off his stay, but you know what, we have to want to go above and beyond for you, and after you insult us and admit that we aren't going to satisfy you anyway, you'll get what you get.
Comment