Example #1: We ate lunch at Truett's in Atlanta. When we were checking out, we noticed a big sign advertising their t-shirts. We asked the person checking us out about the shirts. She asked several people, then went to the back office. After several minutes, she and the manager (I guess) came out. The manager started rummaging around underneath the counter. One of the employees told the manager that there were no shirts, to which the manager replied that she thought there were a couple of extra-smalls left (a size I haven't worn since I left the hospital as a newborn). The manager conceded that there were no more shirts to be had, then mumbled something about them having not decided if they were going to order the same shirt or not. She then proceeded back to her office, leaving the sign still in the display window. There was no acknowledgement about their error, no mention of being sorry about taking up our time, no "sorry for your inconvenience, here's a coupon for a free sandwich," or something like it. Not even an attempt to correct an obvious erroneous message front and center. More like, "too bad, so sad, see you next time." While we will return in the future, we did leave a bit disappointed.
Example #2. Tonight we checked in to our resort at Disney World. When we finally found our room (we are sometimes directionally challenged), we went inside the room and unpacked. We noticed the toilet was still running, and was going to need a jiggle to stop the water flow. We also noticed a rust-looking ring in the bowl. It was sort of gross. We walked to the gift shop and I stopped by the front desk to voice my potty concerns. I assured them that tomorrow morning would be adequate for a remedy to the situation. Fifteen minutes later, someone had already been to our room and fixed and cleaned the toilet. Fifteen minutes earlier, I was questioning whether we would return to this resort, a feeling that was totally changed because somebody in charge wanted to make sure I (their customer) was happy.
Usually all it takes is just a few minutes and a little effort to make or keep a loyal customer. You just have to be willing to try.
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Today's blessings: safe road trip to Florida; Walls shopping; Giordanos with Steve; Coronado Springs staff
1 comment:
That's why we keep going back to WDW!
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