Is your Real Estate business equipped to manage missteps in customer service our is your customer service platform DEAD ON ARRIVAL?
The two and one half hour drive is complete we have arrived at our destination for our 2 day get-a-way at the water park. Our party consists of my 16 year old daughter, her three friends, my wife, my 4 year old daughter and me. We stroll into the Wilderness lobby in Wisconsin Dells, Wisconsin filled with anticipation. We are greeted by the clerk semi annoyed that we interrupted his conversation and complete the registration for our 3 bedroom 2 1/2 bath condo complete with cabana poolside. Time to hit the wave pool! We get our map of the massive complex and get our final directions from the clerk at the counter; he points at the map and says with a little bit of boredom in his voice "here is where you go to get your cabana assignment." I thanked him as he turned his back and finished his conversation with his co-workers.
We arrive at the official hut for cabana business and confidently ask for my cabana assignment, "1 cabana for the Keberlein's." I instantly got a sinking feeling as my request is meet by the young lady's groan, WHO? I repeat my name and the response I get is "you're not on the list." I calmly explain that it has to be an error, I made the reservation two weeks ago and I have my confirmation number, we double checked our reservation by phone just two days ago and to top it off, the guy at the front desk just told us we had a cabana reserved! It became obvious that this young lady was not going to be of much help so I asked for the general manager. After about a 10 minute wait a young man approaches me and introduces himself as the M.O.D. and asks me to repeat my story. I repeat my story and the M.O.D. (Manager on Duty) says "that's not possible." He had checked his computer and there is nothing in our history that says we reserved our cabana.
He went on to say that you have to make two separate calls to two departments to reserve a Cabana. I am not so calm now. We then take turns insisting we are right and then he says, "This conversation is over"! I now ask to speak to whoever is his supervisor and I am informed that can only be done by correspondence. I tell him to e-mail them and he says he can't it has to be written correspondence and the response time is measured in days. He assures me he will do that and research my reservation and see what he can do for me. I am promised a phone call to my cell phone. That was four days ago and I am waiting for his call. The service never really improved for the next two days and nothing was done to attempt to salvage my experience. The net result, I formed my opinion of The Wilderness in Wisconsin Dells in my first 15 minutes of my 48 hour experience. There was ample time to make a small gesture to my family and possibly turn a raging fan to a raving fan.
I'll ask again. Is your Real Estate business equipped to manage missteps in customer service our is your customer service platform DEAD ON ARRIVAL?
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