Travel Experience Overview

Travel Experience Overview

I traveled to another state in the year of 2011, with my brother to a family reunion that was about 600 miles away from home. We drove about 6 hours to our destination, the both of us tired and exalted, and wanted to just check into the hotel where we made reservations at to get rested up for the reunion. But as we get to the hotel they had informed us that they have given our room to another group. We asked to speak with manager about the mix up the manager was very polite and ask for details of the situation. She empathized with us and asked for us to give her a few minutes to look into the matter. About 10 minutes later the manager returned back with an apologize again, and offered a suite for the same price we paid for the room with double beds. It was a memorable experience because we were able to enjoy the benefits that came with the suite (Jacuzzi, kitchenette, and big screen television) that the regular rooms did not have, brother, and I along with other family members   we had a ball in that room.  But there was another time in this year 2016 I traveled within the state I lived in to a city about 2 hours away to visit a family member. When I ended my visit, I headed back home and my car got a flat tire it was late so I had to find somewhere to stay until the next morning to find a repair shop. I went to a hotel the manager greeted me with a smile and very polite but as I took my keys went to the room it was unbelievable. The heat did not work carpet was dirty, and many other problems. I returned to the front desk to tell the manager about the situation and asked for another room. He yelled at me told me that all the rooms the same that I will be fine would not let me see another room. I stayed because there was not another place close by plus tire flattened.  A technique a business uses is the technique of taking action where for the manager should take steps to make sure the problem being rectified completely. It is essential that managers or employees look for every opportunity to exceed a customer’s expectations to settle the problem. If you can take things a step further, the customer will not only be satisfied but may convert to being a loyal customer because their problem was addressed professionally and promptly. If the manager at the hotel I had the negative experience, had taken action, and showed me another room that was proper. I would have returned again.      

    

References

Retrieved on February 20, 2016 from http://www. billhogg.ca/2011/10/5- steps-to-turn-a – negative-into-a-positive-customer-experience/