My Experience:The check in was smooth. They need a system to keep track of Hilton Honors numbers better. I have stayed in this hotel literally 40 nights in the last year and every time I check in I have to find my card. Also, the staff wear a button which says, “catch me at my best.” I asked her what this meant and she said when you (the customer) sees her doing something well we should ask for a card to fill out to submit to the company stating so. So…now good customer service is not to be demanded or expected but we are to help manage the process also? USAIR does this. I am a Gold Member which means I fly like 35,000 miles a year with them. In the pack I got welcoming me to the “club” are small business cards I am suppose to give to some USAIR staff memember if I see them doing a good job. I do not understand how this idea got off a spiral notebook and into play. I will be writing on airline travel later today.
Total Score from a possible of 10: 7
Interaction Cost: $99
Said “Hello” first: 1 Out of 1 point
Smiled: 0 Out of 3 points
Efficient: 2 Out of 2 points
Friendly, Engaged or Enthusiastic: 2 Out of 2 points
Said “Thank You”: 1 Out of 1 point
Bonus for getting all of the above: 0 Out of 1 point
If you have been here please leave a comment about your experience!
2 responses so far ↓
Tasha // August 25, 2008 at 12:16 pm |
as a hotel employee and manager I understand the reasoning behind catch me at my best. As deskclerks, you take alot… but rarely get back. There are travelers out there that appreciate what it is we do and “catch me at my best” and other programs are a way for them to show that appreciation and it helps with the motivation of our employees.
100daysofservice // August 25, 2008 at 3:48 pm |
Thank you for your perspective on this. I would love to hear from customers on this topic.