In my first post on this topic, A Night At The Atlanta Marriott Downtown, I blogged about how my customer experience and loyalty had been damaged because they wanted me to pay $4.95 to print my boarding pass. When I mentioned my frustration to the desk clerk last night, he apologized but offered no recourse.
I’m a big believer in giving customer feedback, both positive and negative. This morning when I checked out I again voiced my displeasure to the desk clerk on the day shift. Well, you could say that my experience with the two clerks was as different as night and day (okay, I will).
The morning clerk apologized and pointed out that it wouldn’t have cost me $4.95 but only about twenty cents. He then offered to print out my boarding passes free of charge. I took him up on the offer.
Now, there was no signage anywhere in the business center indicating that it only cost twenty cents to print out a boarding pass. There was a third computer with an “out of order” sign on it and I don’t know if it was free or not.
Service Recovery Mitigates Damage
Nor am I willing to pay twenty cents to print out a boarding pass. However, here’s what that day side desk clerk did do. He stopped me from spreading any more negative word of mouth about that Marriott. While I’m still going to avoid staying at Marriotts, I’m no longer motivated to describe my poor customer experience there. His willingness to solve a problem stopped any inclination I have.
Service Recovery Identifies Opportunities For Improvement
Second, there seems to be an opportunity here for this Marriott to improve its point of sale advertising (if it’s true that boarding passes are only twenty cents). They should also do a better job of training or evaluating their night staff on this particular topic.
Third, when you have a complaint, don’t just swallow it. Voice it to someone who is in a position to do something. You may just be pleasantly surprised.