How many of you formally complain for lapses in customer service? How often are you satisfied with the response? A recent study from Arizona State University suggests that only 21 percent of customers who complain end up being satisfied.
I was recently satisifed by a response from Hilton.
My wife and I had a recent stay at the Hilton Miami Airport, a surprisingly large and lush property for an “airport” hotel. In general we were pleased with our stay. But a lapse in the registration process created unnecessary difficulties for my wife. So when I got home, I wrote a letter about the issue to the general manager of the hotel. Within two days, I received a personal phone call from Vikash Maharaj, director of front office operations.
He totally apologized for the lapse, took full responsibility, and offered restitution. He followed up the apology call with this letter:
Good Afternoon Mr. Kador,
Please allow me an opportunity to introduce myself; my name is
Vikash Maharaj and I am the Director of Front Office at the Hilton Miami
Airport. My General Manager Raul Aguilera has advised me of the service you
received during your stay with us; first and foremost I want to sincerely
apologize for this. We strive to service our guest and especially our loyal
Hilton Honors guest such as yourself and on this occasion we did not exceed
your basic expectation; Mr. Kador I would like to extend an invitation to you
and your family to stay with us the next time your travel should bring you to
the Miami area. At such time if you can be so kind as to contact me directly I
will personally ensure that your stay is VIP; I will extend a preferred rate /
complimentary upgrade to a renovated suite / complimentary parking and full
cooked to order breakfast.
I look forward in hearing from you and having the opportunity to
have you back as a guest of ours.
Vikash Maharaj Director,
Front Office Operations
This is a perfectly satisfactory apology. Maybe I will be able to take advantage of the director’s offer of restitution and maybe we won’t. I don’t often get to the Miami area. On the other hand, I recently reconnected with a long-lost friend who lives in Miami, so maybe another trip to Miami is not far off. This is a shout-out to my friend John Dellagloria and his wife Marilyn. I wonder if the offer is transferable?
Bottom line: my estimation of the Hilton brand has gone up. As someone who spent 33 nights in 2011 at hotels, I prefer Hilton properties. Vikas Maharaj’s prompt and thorough apology has left me among the 21 percent of custoemrs who complain who end up satisifed.
Blue Lagoon Dr. | Miami, FL 33126
( 305-265-3808 | 7 305-267-0038