I have been trying to do some event planning in Denver for a
client. They need a rather large venue and in a nicer hotel. The
event is a significant piece of business for a hotel to land (all
day room rentals, catering, AV and sleeping rooms). I have had such
trouble getting complete information, proposals and questions
answered from various hotel chains. Simple and great customer
service tips are provided with these stories:
STORY #1
One director of sales and catering won't even return a phone
call. Instead she prefers to email. So, we
have multiple emails that go back and forth to get clarification on
one question. What a hassle! Some things are better
meant for picking up the phone. TIP #1: If you are
asked to call, call - don't email. Ask your customers how
they prefer to be communicated with (phone or
email).
STORY #2
I submitted three web requests to a well known chain. I
submitted all the requested information. One never
contacted me back, one sent me an auto responder email stating
someone would be in touch (but no one ever was) and the other sent
me an auto response that said my RFP was denied. WOW - Why
was I denied - was it the dates desired? If so, why wouldn't
someone ask me if we had any flexibility with those dates?
Very impersonal and frustrating. TIP #2: Auto
responders are unreliable, impersonal and ineffective. Keep a
personal touch with your correspondences.
STORY #3
After three phone conversations and multiple emails, this sales
& catering manager finally gave me a proposal. She
admitted she lost track of me and lost all the notes, forcing me to
provide all the event details again and again. TIP
#3: Keep all your propsect inquiries in an organized
manner. Use a CRM tool if needed.
STORY #4
I received a very promising proposal from another well-know
chain. I expressed to them that they were a top runner (1 out
of 3). We were about to make the decision to go with them,
when all of a sudden, my email messages were not being
returned. I sent three emails over the course of two
weeks. Finally, I picked up the phone and called. Turns
out the sales and catering staff at this hotel was no longer
there. The new director was being forwarded my emails
supposedly, but never bothered to return my emails. The
proposal and records of my inquiry were gone. Fortunately I
had saved them and forwarded them on to the hotel sales and
catering manager. Well, now they have decided they will not
honor the proposal I received from the old staff. Apparently
some policies have changed and they will not book an
event this small until 30 days out (in case they get a better
client who needs this space). TIP #4: Have some
integrity!
For more information on customer service training, contact us.
As for the hotel industry, they could sure use some.
