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The Conference Rate in Los Angeles

I was making arrangements to attend a and made another reservation, again using
conference in Los Angeles, California.As my frequent flyer award coupon and my new
a frequent flyer, I receive award coupons Premium Club membership number. This time
offering a 50% discount from normal hotel I kept my mouth shut about attending any
rates. I contacted the call center of a conference.I paid $100 per night when I
major hotel chain to make my went to Los Angeles. I enjoyed the Towers
reservation.The reservations clerk was room and a complimentary fruit basket
friendly and very helpful. She took my upon arrival. No thanks, though, to this
name and contact numbers. She confirmed hotel's absurd policy and
the dates, my room preference and credit customer-unfriendly procedures.Somewhere
card number. She asked if I was a deep within the marketing department of
'Premium Club' member, which I was not. this hotel chain, yield-management
So she registered me for Club status over professionals carefully calculate the
the phone.Then she remarked, 'Mr. maximum rate they can squeeze from
Kaufman, now that you are a Premium Club participants at each international
member, I can offer you an even lower conference.Meanwhile conference
rate for an upgraded room on a higher participants are also thinkers...real,
floor. And a fruit basket will be waiting live customers! Yield managers, are you
for you upon arrival.'I was surprised and listening?
delighted. My special room rate was just Key Learning Point
$100 per night.Signing off from this
great telephone experience, I said: -----------------------------------------
'Thank you for your help. I am looking ---------------------------------------
forward to staying at the hotel during
the conference.''The conference?', she When your policies cross, collide or
quickly replied, 'What conference are you contradict, your customers will find out.
attending?'When I told her about the Clean up the confusion!
event, she said, 'Oh. If you are Action Steps
attending that conference, you have to
use our conference rate of $124.'I -----------------------------------------
laughed and assured her I was happy with ---------------------------------------
the special rate and Club status she had
already confirmed.'Oh no,' she repeated. Review the many ways your customers can
'If you are coming for the conference, confirm, order, book, engage, hire, rent
you must use the special rate. We have a or purchase your products and service.
block of rooms already reserved for you Look for mismatches and inconsistencies
on a lower floor. And I'm afraid you in the policies and procedures. Get them
don't get the fruit basket.'A lower back in line so your company and your
floor, higher rate and no fruit basket? I customers stay aligned.Ron Kaufman is an
protested. But my protest was in vain. internationally acclaimed educator and
She checked with her supervisor, who motivator for partnerships and quality
concurred. 'I'm sorry, but that's our customer service. He is author of the
policy,' she said without much concern.I bestselling "UP Your Service!" and
surrendered to her insistence, listened founder of "UP Your Service College".
sadly as she cancelled my Premium Club Visit for more such Customer Service
reservation, but declined to have her articles, subscribe to his Newsletter, or
book me back into the hotel at the higher to buy his bestselling Books, Videos,
conference rate. I hung up the phone in Audio CDs on Customer Service from his
disbelief.Then I called right back and secure Online Store.
reached a different reservations clerk




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