Good service is important. However, if the need for that service arose because of a faulty design, it is best to fix the faulty design rather than focusing on making it up with good service.
Mini Saga #63 – Service
Jamie and John checked into the hotel. The table lamp was broken. Jamie called the customer service. Within minutes Bob arrived. He located a hidden switch, turned it on and smiled, “Happens all the time.” Jamie was impressed with the service. John shook his head, “No brownie points. Flawed design.”
The inspiration for this mini saga was based on what happened to me last week. I was at Doubletree hotel in Scottsdale. When I checked in, it was already very late. The table lamp was broken. I called the customer service and yes, someone was there very quickly. He already had a smile on his face as if he knew what was the problem. It was another switch that controlled the power for the desk lamp. While I loved the customer service, it was a solution for a problem that should not have been there in the first place. Making up for design flaws with great customer service definitely won’t get any brownie points.
1. A mini saga is a story told in exactly 50 words. Not 49 or 51 but exactly 50.
2. You can download a photographic manifesto of Mini Sagas at ChangeThis. Here is the link – Mini Sagas: Bite-sized Wisdom for Life and Business (PDF, 2.9MB).
3. For a complete list of Mini Sagas, please see the entire list here or at Squidoo.
4. Photo Credit: Ashiq Tobani on Flickr