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how not to win my business

Posted: March 7th, 2007 | Author: | Filed under: reality check, wedding | 3 Comments »

Be one of the two hotels likely to be decent based on brand name that are close to my home. Answer your phone with a mumble. Listen to my explanation about wanting to see a room this afternoon and to possibly put in a block request for a wedding, then transfer me to sales, where I have to repeat my explanation. Tell me that someone else in sales handles those requests and that you’ll transfer me to their extension. Do not mention that said person is out of town and won’t call me back until the next day, even though I clearly stated that I need to deal with this that day. Be unconcerned that the transferer didn’t mention your out-of-townness and failed to handle the request herself or at least hand it off to someone who was physically there. Mention that you checked your messages yesterday afternoon but couldn’t be bothered to call me back until this morning. Validate the pretty bad online reviews of your hotel (which, in retrospect, I should have checked before even calling). Make me glad I didn’t even have a chance to see a room or have to contemplate sending a nice chunk of business your way.