Have you ever come across a corporate policy so ridiculous that it leaves a bad taste in your mouth? It’s even more frustrating when this new policy or rule doesn’t seem to serve any significant purpose.
Back in 2012, Chris and I were booked at the Fairmont Sonoma on a summer package that I purchased during a charity auction. We were traveling on an “Ovation Certificate” and I had been guaranteed a nice, newly renovated room with a view of the garden.
However, I decided to inquire about upgrading – at my extra cost – to a suite. I called the Fairmont Hotel with the expectation that I would have to provide some information about myself, perhaps demonstrate proof of purchase and would be off the phone shortly after with an upgraded suite.
Instead, I was told point blank that this specific hotel did not allow for upgrades from Ovation Certificates. Even though I made it crystal clear that I would be happy to pay for the upgrade as well as any associated upgrade fees, they simply would not budge on their “hotel policy.”
Why the hotel would decide to turn away $500-$1000 a night remains a mystery to me. As many of you know, I’m a fairly frequent traveler and this is the first time I’ve heard of such a policy. They also made me aware that there were suites available, they were just unable to process the upgrade.
The entire experience left a bitter taste in my mouth, and I have not returned to that particular hotel since.
Consider your own corporate policies. Although there should always be policies and rules in place to make the lives of your employees easier, you should never blatantly sacrifice a customer’s experience in the process and make it difficult for them to pay you. ← Click To Tweet
How do you ensure that your policies do not make your customers’ lives more difficult?
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