» The Customer is Always Right. Don’t We Wish.

Howard Johnson Hotel in Flagstaff, AZ

Remember when that used to mean something? In today’s world of business customer service seems to get lost.

I recently took a road trip from Texas to California. On the way I made a reservation at the Howard Johnson in Flagstaff. (It was inexpensive and at the half way point so don’t judge me too much. I’m not rich.) I broke down in Albuquerque, spent the night and had to cancel my room in Flagstaff.

The hotel was very friendly. They canceled the room and told me that I wouldn’t be charged. A few days later I was charged. I called the hotel and after a quiet discussion, that became very heated, I was told that it had been too busy that night and the hotel clerk didn’t cancel the room and didn’t remember that I called.

I was asked why I didn’t get a cancellation number. Many of you reading this are probably asking the same thing. The answer is I trusted the guy on the other end of the phone. Now you’re shaking your head again because that was my second mistake. Me, the customer, didn’t take down a number. It of course is my fault. It has nothing to do with a hotel clerk not doing his job.

So I’m at a standstill with them. Howard Johnson corporate won’t do anything because of their franchise agreement they are protected from any responsibility and don’t seem to care really.

In the end it’s less than $75 but during all of my conversations I was the one who was blamed. It’s times like this that I wish I was a songwriter and that Hojo had broken my guitar. Then I could write a catchy tune like Dave Carroll.

There are a lot of businesses who still provide great customer service but for the most part the adage “The Customer is Always Right” is a dusty old relic of a world long gone when businesses took pride in the services they provided.

This blog has talked about how social media can be a great way to get your brand noticed and also warned about the power of social media in the hands of a disgruntled customer but the thing that we forget about and what most people talk about is customer service. There’s no better advertising than word of mouth.

Social media and amazing interactive websites can only carry your business so far. You have to remember that customers are the life-blood of your business. So take a little extra time and ensure that your customers leave happy even if you happen to lose a little money.

In the end that customer will remember and they will say good things about your business. If you treat them poorly they write blogs about it.

I’m not saying to avoid the Howard Johnson hotel on Lucky Lane in Flagstaff, AZ, I’m just saying if you happen to be in Flagstaff and you’re looking for a place to stay, remember this blog.

Tell us about some of the bad customer service experiences you’ve had in the comments below.