The enormously successful Innkeeping Conference finished last Thursday evening, but for The B&B Team, it finished Saturday evening after an extra day of meetings and a great night on the town in Austin. Sunday morning rose beautifully in the Hill Country of Texas and all seemed right for our trip home. Well, not so fast….the East Coast was being pummeled by storms of incredible proportion and we discovered that flights had been canceled Saturday and delays were expected Sunday.
To make a long story short (and avoid a rant!) that's where the problems began. I can't find fault with the airlines over weather, but when they do not act in a proactive and informational manner and then put hundreds of stranded passengers in the hands of un-empowered and insufficiently trained employees, customer service and hospitality get a black eye …and then I do find fault with them.
On Sunday evening, after 8 hours of delays and finally a canceled flight, I was told the first JetBlue flight available to us was Thursday and that we would be on our own in terms of lodging, food, local transportation, etc. If we decided to make our own plans, we were still on our own. When asking about any question pertaining to what JetBlue would do to assist us……the answer was always, "NO", we don't do that….but we'll see you Thursday!
No, we can't book you on another airline. No, we do not have any food vouchers. No, we do not have any hotel vouchers…the last 2 'No's' at 8:30 PM! In short, NO, NO, NO, thanks, you're on your own and have a nice day! Sadly, Peter Greenberg may have been right when he commented the airlines mantra has become, "We're not happy until you're not happy".
Deep breath and an observation or two. If our owner operated industry mistreated our guests like thousands of air travelers were mistreated last weekend, we would be raked across the coals in every manner possible! This little mishap, cost us over $2000 extra so we could get home late Monday/early Tuesday morning instead of late Thursday/early Friday morning. If as Innkeepers, we were so cavalier in our treatment of the public when problems occur, even those problems beyond our control, we would find ourselves spiraling out of business.
The solution? Be empowered and make the right decisions. Relegate the word 'No' to the trash heap with those other objectionable/nasty words in our language. Even when the answer may have to be 'no', find a way to incorporate a touch of humanity and care in the response. Recognize that without guests, we don't have a business…and perhaps most of all, recognize that the absence of 'No' is at the core of Hospitality and Customer Service! JetBlue had the opportunity to be a hero in the eyes of thousands of stranded passengers through any of the most basic of acts, but they chose not to and as a result sat with a bag of lemons just waiting to be made into lemonade.
Let's not allow ourselves to sink to the level of the airline industry in terms of customer service and hospitality…just another reminder of how important it is that we need to strive to be the best we can be everyday!
