(Blogger’s Note: This is the first in a three part series based on a recent trip to
The air in the mile high city has differentiating effects on people. For some it clears the brainwaves, it appears, and suddenly makes everything common-sensical. For others indeed it clogs the pores making acts appearing simple and less complex completely escaping the thought process of one paid to think.
Take the experience I had at the Sheraton Denver. Apparently one of the top hotels in the city- anchoring the pedestrian mall that stands as
Having lived in
Although surprising – I hadn’t seen a cockroach since leaving NYC- it wasn’t a traumatic experience to have found a gaggle of them in my bathroom at the Sheraton. Once light brightens the roach’s day they stampede as though in Pamplona. However, through years of experience, I managed to capture a three inch fella that flipped on its back when the glass came over it. Figuring this to be a good test for management customer service I placed my acrobatic new friend in a paper Starbucks cup and eventually brought it to the lobby.
Christened as Charlie I showed the beast to my associate and her jump back position metered in at approximately five feet. She hates them.
Knowing I was going to the registration desk she just shook her head bewildered as to whether or not I would become the customer from hell. With Charlie in his new abode I placed the cup on the counter and when the nice Sheraton associate asked me what I need I took the lid of the cup and presented her with Charlie. She registered, without jump meter exaggeration, a 9.7 foot jump back.
I immediately covered Charlie with he lid and handed him to the Sheraton employee. She proceeded behind a closed door, only to emerge moments later without my new pet. Going to the computer she immediately told me she would switch my room.
I explained that wouldn’t be necessary, I just wanted to bring the roach infestation – there is never only one – to there attention. I also explained that they are probably in the walls numbering thousands plus.
After explaining I didn’t need another room – the roaches were probably everywhere – I waited as she went behind the closed door only to never emerge again. I eventually left as a meeting called.
Upon evening I asked if there were any notes on my account. Of course there weren’t. When I got to the room the message light wasn’t blinking and in the morning, upon check out, there was no mention of the problem.
This is a perfect example of poor training and a lack of customer service. Not offering your employees a procedure on how to deal with problems that are bund to occur is an injustice not only to the customer but to the employees.