Last week I stayed in a brand new Marriott hotel in Los Angeles. The facilities were great; the service left a lot to be desired.
Basic things, like getting the room cleaned at a reasonable hour, didn’t happen as expected. Each time, I got a sincere apology from the staff….and then it happened again.
Sunday evening I flew back from LA to San Francisco on United. Our flight was delayed nearly 2 hours because we had no pilots–they were on another flight that was delayed (perhaps waiting for their pilots?).
The customer facing employees at United were very polite and expressed how sorry they were for the inconvenience–as if that made things all better. I don’t suspect the people who missed their connections at SFO Sunday evening were placated because they received a nice apology.
It’s not enough to say you’re sorry when customers don’t receive the service expected. Tell us how you are going to fix the problem today and then how we can feel confident you will deliver as expected in the future. I’m sorry to say this doesn’t happen nearly as often as it should.
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