You and I both remember stuff that at least in the moment boggled your mind.
Customer service is huge in my business and because it's a monster value for me, I am rather programmed to believe that it matters for everyone else.
November 2004...I'm on hold with The Rio Hotel in Vegas. On hold longer than any hotel I've called except the Hard Rock. I'm thinking of switching my reservation from the MGM Marquee Suite to The Rio's "Super Suite." (What a stupid name for what was at the time, their most luxurious suite, but, whatever...they aren't paying me ...!)
I'm thinking, I've never stayed at The Rio. I've seen Penn and Teller there 12 times. A dozen. Penn and Teller could be comping me by now.... The in-casino "ceiling shows" are very cool and the people I'm taking will love it. The in-casino dancers are very classy and unique to the Rio. The decor is cool. The atmosphere is great fun especially at night! ....If it's similar in price, quality and amenities, I'm in.
"Hello...Dr. Hogan...I'm Rafael..."
"Hi Rafael, How much for the Super Suite on the 3rd and 4th?"
"Well Dr. Hogan, we are an all-suite hotel with over blah blah blah blah blah blah...we have four pools, blah blah blah blah..."
Now STOP right there. Where is the empathy? Nowhere. It disappeared off his computerized BS script right along with his customer. My curiosity has now been squelched with enormous RESISTANCE.
I was sold. He assumed I knew nothing about the hotel, it's theme, and so on. And if the marketing people at Harrah's (they own The Rio) are reading this, it's YOUR fault! (And typically Harrah's marketing is the most efficient out there.) Rafael is not a bad guy, he's just doing what some moron in marketing told him to do on the phone. (Do everything you can do...to tick off future guests by not answering their questions and boring them with details with things they already know...ASSUME they are not in a hurry when they call and that speed of service is not important...and don't ever ask an intelligent questions like, "Are you familiar with the hotel sir?". NO. Be stupid and make their eyes fall out of their heads.)
I will not listen to another discourse, but I do want to know what I would have paid.
"How much for the Super Suite on the 3rd and 4th Rafael?"
"Blah, blah, blah, blah, blah...that will be 700 per night, Dr. Hogan."
"Rafael, if I call back I'll ask for you, are you on commission if you book the high end rooms?" (I always ask because it's the right thing to do.)
"Yes sir." (First question he answered that wasn't prompted on his computer screen.)
"Cool, have a good night, Rafael."
Voice in the background: "Are we staying at The Rio then?"
"Not this time..."
What was missing?
Let's look at those four words again and find out...Continue...
