Customer Service from the top
I like to hold companies to the fire for service that I receive. I write letters to companies ofteny about (perhaps) petty things but they can make a difference. Sometimes I get a response, but mostly I just get ignored or a canned reply. There are so many brands of all kinds of businesses that I won't support. Yet sadly, many times, it comes down to one employee or management of a location that can ruin an entire brand in someone's eye.I do feel it's all in the management style to lead and motivate people (and of course the abysmal pay gap between top and bottom in America today). It's all in the smile and a do the right thing attitude. I live close enough to Las Vegas to spend a lot of time there. I can be at the MGM Mirage companies and everyone smiles and says good morning. Or I can be at the Venetian or the Mandalay Bay (before MGM bought it) where all the staff makes me feel like I just ran over their dog. I couldn't afford to buy a smile at those places. That all comes from the leadership. I get bugged all the time in my industry because I give stuff away. "Why do you give that away? Charge for it. Don't leave money on the table for someone else." I just want to help and do what is right. Everything falls in line after that.
I once went to an Applebees restaurant in Santa Fe, New Mexico and they wouldn't seat me because I was a lone diner. They didn't say that in so many words. But there were tables and I watched for 15 minutes as other couples and groups were seated before me. They just kept telling me "a few minutes." I contacted management about it and the reply was a "thank you for dining at Applebees. We hope to see you again." Was that a canned reply? I think so. But maybe not. Maybe they just want to see me again. They don't want to let me eat. Just "see" me standing inside their door again.
I've had plenty of good experiences at other Applebees locations. I even ate at this one before with fine service. This isolated instance was probably a staff person wanting bigger tips and didn't care about single business man.
Labels: business good, travel
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