On a business trip to Stockholm
A couple of weeks ago I stayed at Hotel Norrtull in Stockholm for one night. I was on a business trip so the ability to work in the hotel room late in the evening was essential.
When I booked I asked if they offered a Wi-Fi connection for their guests. The reply was positive so I reserved a room. Checked in around 9 pm I asked how to log on to the Wi-Fi. The hotel clerk looked at me with surprise and answered “We do not have the ability to offer any Wi-Fi connection on that floor and we have no other available rooms. I am sorry”. “You can, however, sit here in the lobby and work if you would like to!”
I explained that one of the main reasons for booking this specific hotel was an available network. I also added that it may be a good idea to instruct the staff on how to inform the customers regarding the Wi-Fi limitations?
The hotel clerk got really annoyed and said “Sorry, nothing I can do about it!” Since I had no other option I had to take the room anyhow. However I was really annoyed..
Trying to fix it
About 45 minutes later the hotel clerk knocked on my door. They had magically discovered an available room on another floor. A floor with a Wi-Fi connection. As I was pleasantly surprised I thanked him for being flexible and customer oriented! Way to go.. customer care in a nut shell.
But.. of course there is a twist to the story. I packed my stuff, took the new key-card and headed upwards. Entering my new room I soon discovered why it was available. The sole window let as much in from the surroundings as a 16 century castle. The second thing was that the lights barely worked, a single light bulb had to make up for the lack of windows. And of course, the TV did not work. However the bed was ok to sleep in and the Wi-Fi worked, just as promised..
Lesson no. 1
Is there a lesson to learn? I think there is: If you get a customer complaint and decide to try to fix it, do it right!
(hey wait, you didn’t really think I was the only one noticing the lack of a WiFi connection on the third floor? http://sfbulldog.com/alexandra/2008/10/24/axfiles-0845/)
Lesson no. 2
So lesson number two from this story must be to actually check the comments on the internet regarding you services from time to time.. The first blog post is from 2008!