Light Bulb - A lesson in customer service

“Would you mind changing my room?” I asked. Though I think I was very polite in asking given the circumstances, but I knew my frustration was still showing through the politeness of my request. Well of course Sir, I will send someone with the new room keys and details, and sincere apologies for your trouble, he responded.

While I wait for the ‘someone’, I will tell you the chain of events in last 5 minutes that ended with the call. I was on a business travel, had a long day when I reached the hotel at 10PM. The check in process was quick and friendly and I dragged myself to the room, with a plan of taking a shower, having some green tea and then some critical email responses before I sleep. Stepping in the room I was so longing to start as planned. Then I switched a lamp, it didn’t come on, bad bulb, I guessed and moved to the 2^nd lamp in row and switched that. And the room was still dark. My plan obviously was shattered, I had decided that it was an issue bigger than a bad bulb, may be the wiring in the room or trip switches.  Not having time or patience to troubleshoot, I stumbled to the phone and called front desk.

“Hi I just checked in and my room lamps are not working, can you give me a different room?” I demanded. “Sir, let me send the electrician with a few spare bulbs and see what is wrong, it might be a bad bulb.” The gentleman at the front desk said in a cheerful voice. “I tried multiple lamps, so I think it is more than just a bad bulb, what is the possibility of multiple bad bulbs at the same time.” I said, concealing my frustration and added without waiting, “Would you mind changing my room?” “Well Of Course Sir” he said and 2 minutes later instead of anyone else he was standing outside my room with a new room key and he helped move my stuff. All well in the new room and I ended executing on my plan.

Why am I telling this story? Because it continued on the next day.

I left the hotel early in the morning and after a long day I reached back my hotel, around 9 PM. I was greeted by the same smiling face as night before. How was your day Sir? He asked. Tiring still better than last night’s situation, I winked with a smile, obviously teasing. He laughed, and said, guess what, the room had two bad bulbs and that is it, just the two that you tried. That is really a bad coincidence, I supported with sympathy.  Not at all Sir, it was a lesson for us. I had a meeting with the house keeping staff and have made sure that they will add 'checking each switch, each bulb and each appliance' in the room as a part of their room readiness checklist. We don’t want any guests to go through the situation like you did last night. It should take almost no extra time to check this. Starting today this is the new norm. His enthusiasm was obvious and somewhat infectious.

Next day I checked out and that experience stayed with me. A week later I received a thank you note from the hotel for helping them improve their processes. I am sure whenever I or any one in my organization visits the same city, that is my recommended hotel, because they listened.

I work for service industry, on the technology side and this experience helped me (re) learn a few things. The Light bulb came ON for me!

A)  More than one  inaccuracies of similar type can be perceived by client as a deeper issue needing major action (in my case I changed room, but a client may replace vendor)

B)  Trying to underplay the issue, playing coincidence card or forcing a solution to client against their plan may escalate damage

C)  Accepting the client suggestion with genuine interest in solving the issue (however tough the stakes are) always pays

D)  Informing the client on how you plan to safe guard against similar situations in future can further strengthen your commitment for future

E)  Thanking the client after the fact for raising the issue and helping improve the solution is a must as the most difficult client is one who is not happy but will not complaint

F)  Empathic service is always best sales strategy for service industry.