Service Please?

20 Nov

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.


Posted by on November 20, 2012 in Blunders, Mustang, The Hotel


Tags: , , ,

8 responses to “Service Please?

  1. Rock Chef

    November 20, 2012 at 9:38 am

    The Simpsons have told me all I need to know about the DMV 🙂

    Ah, phone menus and voice recognition… One of the worst inventions ever, unless the company really does intend to put an impenetrable barrier between themselves and the outside world.

    “Did you say that I can go and %^&^&£ myself? If YES, press 1.”

    • shadowrun300

      November 20, 2012 at 2:00 pm

      Believe me, The Simpsons are right on about the DMV.
      And I’m going to have to call my insurance company again today. I plan to mentally prep before I do.

  2. meleahrebeccah

    November 20, 2012 at 4:09 pm

    Dealing with insurance is a complete nightmare. I was never so happy to get out of that industry after putting in my 7 years of torture. What you went through would make anyone vacuum the whole house!

    Also, the DMV is even worse than insurance. It never ends well. And there’s always some kind of hassle. UGH. But I have to admit, I am laughing you went on the day they were closed. That’s pretty funny to me!

    • shadowrun300

      November 21, 2012 at 12:59 am

      I can laugh now… but only because the mission was accomplished today. And he drove HIMSELF to practice tonight! Yippee!

  3. Abby

    November 20, 2012 at 4:54 pm

    You’ve probably got buns of steel now.
    And don’t get me started on the DMV, they’ve sucked many many hours out of my life. Hours spent among chain smoking criminals… So your (closed on) Monday run was like a dress rehearsal right?
    I’m glad the Shadowmobile is only slightly injured! I’ve seen deer/car accidents where deer have taken the cars “across the rainbow bridge” with them, not to mention the drivers!

    • shadowrun300

      November 21, 2012 at 1:09 am

      I knew you’d be able to relate to the DMV. I suppose the “dress rehearsal” served its purpose, because he had a great performance today. So awesome that he can drive himself to practices now. Very scary… but awesome!
      That deer accident could have been awful! Two of them ran out in front of me. I slammed on the brakes and tried to swerve in between them, but got the second one. Had I hit either one straight on it would have been tragic. I feel pretty lucky.

  4. agg79

    November 22, 2012 at 4:05 pm

    I think I’d rather have a root canal than go to the DMV. Typical government bureaucracy – slow, inefficient, unorganized. And customer service oriented? Forgetaboutit.

    Your insurance saga reminds me of my recent bouts with Comcast. Have to wade through multiple selections to finally talk with a real person. Normally after the first or second selection I hit 0 to get a operator. Works half the time.

    And your baby got a boo-boo?

    • shadowrun300

      November 22, 2012 at 4:16 pm

      If the DMV wouldn’t yield such great results, (an independent child), I would never go.
      I have a feeling your issues with Comcast are much worse than my insurance woes. I actually got through the next day with no real problems.
      And yes, my baby got a boo-boo. 😦 Good news, though! By fixing this latest injury, I’ll be able to get the previous injury from the garage wall fixed as well! So that side of her will be brand new in a few weeks!


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