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Service Recovery in Bulgaria June 22, 2007

Posted by rickbron in Bronder On People.

p5130012.jpgThe Big Dogz know how to handle a service recovery! Let me tell you what happened to me last week. I was traveling on business in Europe and had an opportunity to take a short vacation at a resort on the Black Sea in Bulgaria.

I arrived at the resort and was informed that they did not have a reservation for me. I pulled out my Expedia confirmation and then there was some scurrying activity. Several people were involved, phone calls were made and a manager was summoned. I was informed that the resort was full and I was to be accommodated at a “sister” hotel just down the beach. Now to say the least, I was not happy about this turn of events. I suspected a bait and switch operation and all my defenses were up. Here I was in Bulgaria without a room and without recourse! The manager suggested I get the driver of the transport that dropped me off to take me to the other hotel. Unfortunately he was already gone. The manager then said he would drive me in his personal car.

On the way to the other hotel, the manager was extolling the virtues of the hotel. It was newer, had 3 restaurants instead of 1 and had 2 outdoor pools and an indoor pool. He also kept apologizing for the misunderstanding. I sat there quiet and apprehensive. When we go to the other hotel, I was pleased to see that in fact, this hotel was nicer than the other one. As we entered the lobby, the manager of the new hotel, the desk person, a bell man, and the general manager of the two hotels in this resort area surrounded me and were profusely apologizing. I was checked in with a glass of champagne and the manager took my contact information for the transport service to call tem and let them know I had changed hotels for the pickup.

People kept apologizing as I was escorted to my room — a nice first floor room near all the amenities. Each day, the manager of the hotel sought me out to make sure everything was in order and to apologize again for the misunderstanding. Since this hotel was newer and had more amenities than the one I booked, it was more expensive. However, I was given the rate of the older hotel. I would definitely recommend that hotel to anyone traveling to the Golden Sands resort in Bulgaria. In fact, I wrote a sterling review online when I returned home.

Taking care of the customer in a recovery situation does not take a lot of money or even a lot of effort. These people made me feel like I was important to them. Make your customers feel important and they will keep coming back



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