Customer Service

There is customer service...and then there is customer service. (The sequence of three videos is revealing and shocking.)

But back to me.

During my flight to Cairns yesterday I was sent a text message. My hotel was looking forward to 'having me'. At this point of the message I wasn't sure if I was a menu item but I read on. 'Do (I) drink coffee' the message asked, in which case they 'could organise a coffee machine for (my) room' if I liked. I don't much and I didn't. Still, it was a nice thought.

Three hours later and within an hour of having checked into the hotel I received a second text message. I was welcomed and thanked for staying at the hotel. 'Can we do anything for you at this point', the message asked. An hour into my stay I wasn't in need of anything which, I suppose, was a promising sign.

Fast forward to day two and almost to the minute of twenty-four hours since checkin I received a third text message. 'Just checking' it began breezily. 'How is (my) stay going so far' the message enquired. The message continued rather jollily 'feel free to reply back with a 1-10'. I wasn't intending to reply but in case of doubt the message added '10 being excellent'. Either way the message concluded 'Have a great day'.

It seems churlish to suggest irritation with these messages; three of them in twenty-seven hours. Will they continue at this rate until I succumb with a reply? I could be polite and just send a reply acknowledging my satisfaction but could that encourage a further stream of enquiring messages?

Pause.

Oh, the irony. At this moment, when I was about to 'top and tail' this item for posting, my internet connection stalled for around twenty minutes. Eventually it dawned on me that the hotel required me to re-apply for my complimentary WiFi access every twenty-four hours or so. I have now done so and can finalise this posting.

So, thank heavens my hotel is not run by United Airlines. If it were I might have found myself publicly dragged through the foyer following checkin 'gazumped' in favour of a freeloading customer with higher status than mine.

I should be glad for the service I have experienced so far, even with its wrinkles.