I’ve told this story on my blog before, so bear with me if you’ve already heard it. I’m standing at the front desk of a nice hotel in Baltimore. The front desk clerk is having a problem with my reservation. I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport. I told the hotel employee that perhaps my very recent booking was the problem.
He called hotels.com, the company I used for booking, not once, but two times, about my reservation. When he didn’t get things sorted out after 2 lengthy calls to hotels.com, he told me, “I’m just going to cancel your hotels.com reservation and rebook you in our system.”
I was eager to get into my room and rest up for a week of full-day training sessions. His suggestion sounded good to me. That is, until, a couple of months later when checking my hotels.com account, I get a message stating that my 6-night hotel stay in Baltimore had been removed from my Rewards Account and that I would not get credit for that stay.
The primary reason I use hotels.com is for the rewards. I travel a lot. It takes 10 hotel stays to earn a free hotel night. In June I earned two free hotel nights and used both of those nights for get-aways with my husband. I travel a lot.
Now, the hotels.com call center is telling me that because they couldn’t help my hotel in Baltimore sort out a problem, they are removing my earned rewards? Pretty quickly in the interaction, I asked to speak to a manager. Here’s why I felt I needed to do this.
1. The number one thing customers want is help. When you don’t/can’t help, customers instinctively want to climb the ladder.
Trying to get my deserved hotel rewards, I called hotels.com. I spoke with an employee who put me on hold 3 times and ultimately told me there was nothing he could do. Literally, he said, “Ma’am, there’s nothing I can do.” This declaration certainly didn’t help me out. So, I said, “May I please speak with your manager?”
2. Customers also want acknowledgement. Another way to think of this is empathy. Without acknowledgment/empathy, it sounds like you don’t care. And if you don’t care, they might as well speak to someone else.