Striking The Perfect Balance Of Customer Service

Iappreciate good customer service. I really do. In a world of “I can’t doanything about that,” “That’s not my problem” and apathetic shrugs, it’srefreshing to find someone who actually wants to help you. (Mylatest adventure in bad customer service? Never being apologized to by theconsignment store that lost a $90 piece of my jewelry. I work in PR, I know howfar a simple “I’m sorry” can go. Perhaps more importantly, when an apologyisn’t there, you really, really notice.)

Thatbeing said, I’m not always a fan of chatty customer service. I know thatcomputers are slow, records take awhile to come up and sometimes there’s a badphone connection. None of that means that I need to fill the silence with whatthe weather is like where I am, how many pets I have or whether or not I’mmarried with some kids. Really, I’ll be OK for those two minutes without havinga lively discussion about the heat. Trust me, I’m fine.

I’mparticularly anti chatty customer service after a long car trip. When it comesto road trips, I don’t like to stop. So, while I save lots of time on the driveto my destination, I’m usually pretty anxious to get to a bathroom the moment Ido arrive at said destination. Therefore, I like efficient hotel clerks.Extremely efficient.

I was not so lucky on my last trip to Atlanta.

“Welcome,”said the very lovely woman who greeted us at the check-in desk, “we’re so gladto have you.” She was smiling. She seemed to like her job. It was pleasant.

Then she went to her computer to pull up our reservation.

“Ohdear,” she said, “I’m sorry to have to tell you this, but it looks like youroriginal room isn’t available. Rather than having the downtown view from yourroom, you’re going to have the midtown view.”

Isthe view different anywhere in Atlanta?No. Midtown, downtown, don’t care. This is really the least of my concerns.

“That’sjust fine,” my friend said. The reservation was in her name, and as theresponsible one, we left her to the check-in duties.

“And what brings you to our fair city?” thecheck-in clerk said. “I hope it’s something fun.”

“We’re actually here for a wedding,” my friendsaid.

“Thatsounds so nice,” she said. “Would you like me to check the wedding schedule tosee when you can catch the shuttle to the church?”

“Sure.” By this time, I’m crossing my legs in atoddler-like fashion.

“It looks like you’re leaving at six. I’m sure the Walker family is glad tohave you.”

“Actually, we’re here with a different wedding.”

“Ohmy,” the check-in clerk said. “I had no idea we had so many weddings. Let melook for the other schedules.”

Asshe rifles through a stack of papers at least an inch think, all I can think is“Are you kidding me?” She stopped typing as soon as she gave us the bad newsabout the view, and I dread thinking how far from actual check-in we are. (Incase you’re wondering, the lobby bathroom was nowhere in sight, and I am a girlwith girl issues. I needed to get to the room, and I’m going to leave it atthat.) 

“TheHarris party?”

“No,” my friend said, “that’s not us.”

Iwas 60 seconds from a fetal position or an accident at this particular moment intime. Dear God woman, I know you’re trying to be helpful, but just swipe somecards and write a room number on an envelope.

“I wonder where that information is …”

Luckyfor me, by this point, my friend sensed my desperation and moved things along.“I think we’ll just figure it out in the room.”

“It’s really no trouble.”

“We’re fine.” At last, I saw the keys being tuckedin their paper sleeve.

“Youknow,” the check-in clerk said, “I almost forgot to tell you about ourcomplimentary wine hour at five. You really should come to that.” (I don’t knowif she thought this information was important because we clearly liked ouralcohol -– I was holding a 12-pack of Miller Lite and our other friend had abottle of red wine from the Publix down the street, or she didn’t realize thatthe pre-party was taken care of.)

Iwill love my friend forever for taking the keys from her at that moment. “We’llsee you there,” and we booked it to the elevator.

There are things I need to know and things Idon’t. There are also times I want to talk and times I don’t. And when I’ve gotto go, I’ve got to go. I so appreciate it when my customer service and I matchup on these levels.