Archive for the ‘Cable’ Category

Starwood – Sheraton – Dolphin Hotel – Thank you for great service

Monday, April 26th, 2010

Vicodin online
Cialis online

A couple of weeks ago my family and I went on a short trip to Disney World in FL. After staying 3 nights at one of the hotels on property, we moved over to the Dolphin Hotel, which is located between Epcot and MGM on Disney property. Although it’s on Disney property, it’s owned and operated by Starwood.

As a Gold Starwood member, I always get a room upgrade when staying at a Starwood Property (Sheraton, Westin, W, St. Regis, etc…), and this usually translates to a regular room with a better view or a balcony when I stay at the Dolphin. It was really hot when we were there, the kids were wiped out, and we were just looking forward to getting into an air conditioned room and going to bed.

Due to availability, we were upgraded to a suite with adjoining room. This meant that we could put the kids to bed in the connected room and my wife and I could relax, watch tv, eat a late night snack, and have a drink without worrying about waking up the kids. It was a weclomed surprise that really made a big difference for the 2 nights we were there. I don’t expect this kind of upgrade every time, but in this case it really made a positive difference in our trip and increase my perception of the service levels at Starwood properties.

They person checking me in saw that I was a Gold member, saw that I had cranky little kids who were over tired and over cranky, and made a positive difference within the parameters of his job latitude. He didn’t have to put us in that room, but he did… and I say “thank you!”

It’s this type of customer service, making me feel like I matter as a customer, that will keep me coming back to the brand.

Losing control of your process

Wednesday, January 14th, 2009

Whenever you outsource anything in your business, you lose an apect of control. It’s an inherent risk with outsourcing, which is why chosing a partner is crucial.

I cancelled my Comcast account (triple play – phone, cable, internet) in early December, and switched to AT&T U-Verse due to better pricing along with a more robust product offering.

Part of the cancellation process involves returning the Comcast equipment. I had one cable box with remote and a cable modem to return. Comcast is supposed to send you a couple of boxes via DHL to return the equipment. It’s now been 5 weeks and 4 calls to Comcast, and I still have no boxes.

Last night, I called Comcast for the 4th time and they blamed the problem on DHL, saying that the box order was placed by Comcast and that DHL must have dropped the ball.

Am I frustrated with DHL right now? Well… a little bit, but most I’m mad at Comcast for not taking ownership of the problem and getting me the box so that I can return their equipment.

If DHL really is the problem (the rep wasn’t overly surprised the DHL dropped the ball), why does Comcast outsource to them?

Would you want your brand reputation in the hands of a company that continually damages it?