I think some of the reason our guests are so enamored by our hotel, is that as a whole, we provide great customer service.
Our guests are the number one focus. If there are complaints about anything, management is quick to figure out a solution so that it’s not an issue for future guests.
We strive to make things easy for them, so they’ll have a pleasurable experience and will want to return.
Easy concept, right?
Not for some businesses.
I called our insurance company today, to find out what my next steps are in the claim process*. (see footnote.) Ryan called me while I was at work last week, and left a message on my phone. I was busy providing great service.
So I called Ryan today, while I was at home, and had nothing better to do than listen carefully through the zillions of menu choices that have recently changed.
I get through the first 10 options, before my cheek accidentally picks the incorrect option. I wait patiently for the option to go back to the main menu, but it never comes.
So I hang up and dial again.
I get through the first 10 options again before I’m told that “if I know the name of the person I would like to speak to, press 1.”
This should be easy! I know his name is Ryan.
“Please enter the last name of the person you would like to speak to…..”
I don’t know his last name, so I wait for the option to return to the main menu. Instead I hear over and over again, “Please enter the last name of the person you would like to speak to….” “I’m sorry, I did not understand. Please enter….”
I hang up and dial again.
Again, I get through the first 10 options, and on the 11th, I press 2, since I obviously don’t know the name of the person I would like to speak with.
I hear a series of beeps. This is promising, I think to myself, relieved that I’m finally being connected to a person!
Instead, I get a busy signal!
Still no option to return to the main menu, so I have to hang up and dial again!
I was dumb enough to try this a few more times, before I finally gave up.
I was beyond angry and frustrated. It was enough to drive me to …..
do butt exercises.
And then vacuum the entire house.
When I finally felt better, I decided it best not to try again. Maybe Ryan will call me back so that we can finish the claim process at his convenience.
Next, I went to work getting all the documents required for Amp to get his driver’s license. He turned 16 last week, and we’ve all been more than excited about him driving on his own.
As I hunted for proof of residency, a feeling of doom swept over me. To me, the DMV is quite intimidating. They’re never helpful, never friendly, and I know that if we show up without the correct documents, they will send us away without batting an eye. What’s worse, is we have a 30 minute drive to get there. And if we show up 5 minutes past their test cut off time of 4, we may as well forget it and go home. They wouldn’t dare stay over an extra five minutes out of pity for us. And no amount of whining about how far we drove, or how desperate we are to get him driving on his own, will change their minds.
So before we left, I checked everything.
Everything that is, except whether or not they were open.
We pulled into the parking lot with 20 minutes to spare.
“Oh good!” I exclaimed. “They don’t look busy.”
We gather our documents, take a deep breath and pull on the door.
I pull on the other door.
My heart sinks, my stomach turns, and I slowly begin to look for a sign.
Mondays – Closed
Poor Amp listened to me rant and rave all the way home about how awful the DMV is.
Hubby has graciously offered to take him tomorrow. I think he’s worried about their safety.
*The claim: A few weeks ago I hit a deer on my way to work. I was lucky to avoid the first one, and almost avoided the second one as well, but I clipped him with the front right side of my car. I doubt I killed him, so it really saddens me to think he may be running around injured and in pain. The Mustang is only slightly injured and will be in the hands of some pretty good doctors in a week or two.