Customer Convenience Is Important to Resolving Customer Service Problems

As I travel around the world I connect to the Internet and email with my Verizon “Air Card.”  I pay a fee each month for the convenience of being able to connect from virtually anywhere, unless I can’t get a signal.

And, that is exactly what happened when I attended a conference and stayed at the beautiful Marriott Desert Ridge in Phoenix, AZ.  I checked in, went to the room, unpacked and sat down at the desk to do some work.  I couldn’t get a wireless signal.  So, I took my computer to the lobby where the signal was strong and worked just fine.

Katherine had checked me in earlier and she came over to see how I liked my room.  I told her the room was great, but I couldn’t get a signal on my wireless card, even though the signal was at full strength in the hotel lobby.  I asked if it would be a big deal to change rooms.  Her response impressed me.  She said, “You shouldn’t have to change rooms because you can’t get an Internet signal.  If you would use our high-speed Internet access in the room, I’ll make sure you don’t get charged for it.”

What a great response!  Katherine could have moved me to a room on a higher floor, but she didn’t. Instead, and this the important point, she gave me the more customer convenient solution.  I’m not sure what it cost the hotel to provide me with free Internet access, if anything.  Regardless, it earned them my loyalty.  And, I get to tell thousands of people about my great experience at the Marriott Desert Ridge in Phoenix, AZ.

LESSON: When solving customer problems, consider the customer’s convenience as (part of) the solution.