SERVICE RECOVERY

Mistakes are going to happen; it’s how we respond that makes all the difference. I recently stayed at the Doubletree Inn in Roswell, Georgia. After a long day at “the grind”, I was ready to relax for the rest of the evening. I turned on the hotel TV and nothing happened. I tried everything I knew to do before finally calling the front desk. Jason and Tony, the maintenance technicians on duty for the evening, came to my room. They worked with the TV, asking my permission to move the dresser away from the wall and asking to move my personal belongings to a different spot so they could work on the TV. After a short while, it was obvious this TV simply did not work.

Jason and Tony left the room saying they would be back. Shortly afterward, I received a phone call from Jason stating they could not fix the TV. However, he asked if I would be open to moving to another room and when I agreed, he came back to the room to help me move my things. After settling me into the new room with a working TV, Jason again apologized for the inconvenience. He noticed I was a Hilton Honor’s member and he added 1,000 points to my account as well as provided me a coupon for free breakfast the next day. I was not expecting anything, I just wanted to watch TV and relax the rest of the evening. Jason went above the call of duty. He not only took care of my problem, he went the extra mile and made me a raving fan.

The next morning I was riding down the elevator and struck up a conversation with the gentleman riding with me. The gentleman turned out to be Zarar Ahmed, the hotel’s General Manager. I was able to share my experience from the night before with him. I just want to thank Tony and Jason for making my stay GREAT.