Alarmingly Good Service
(It is two am at a budget hotel next to a busy interstate. I’ve just booked a tired lady into a room, ensuring that she and her car were near the lobby so that I could keep an eye on a lone woman as she entered the building.)
Me: “Would you like for me to set a wake up alarm for the morning? I can set two, if you’re afraid you’ll go back to sleep.”
Guest: “That would be great. 8:30?”
Me: “Sure! And we serve breakfast and coffee here in the lobby until 9:30. You also have a coffeemaker in your room, if you don’t want to face the world without caffeine. Would you like an extra coffee pod for in-room?”
Guest: “You’re doing this all wrong.”
Me: “I’m sorry?”
Guest: *with a very tired smile* “I just phoned my husband, telling him where I was, and complaining about dealing with a surly, clueless night clerk. And here you are, being pleasant and helpful; you’re doing this all wrong!”
Me: “I apologize. I’ll be abrasive next time, when you aren’t so tired.”
Question of the Week
Have you ever served a bad customer who got what they deserved?