Originally Posted by
Diamondkellen
No offense to postered but we do not have the time to answer every complaint, stick with the hotel GM and use corporate to mediate
Originally Posted by
das_ubersoldat
@diamondkellen: if you are really an executive please quit. if you think customer complaints are below your standard you have completely forgotten who pays your salary. you should be happy that someone goes the extra mile of making you aware of things that go wrong in your organization. this attitude is like cancer.
Originally Posted by
Diamondkellen
We service over a million customers a year, just checked that inbox received 427 emails alone today. These are not all complaints I looked through a few and one is about a lost stuff animal, another the color of the font in an ad. YES each one is reviewed by our customer service team, ones they deem important are forwarded to me. But it's rare maybe 1 a week is emailed to me to look over. The rest are directed to the correct department. Which is my point, sending it to executives inboxes of large companies is just routed back to where it's supposed to go, and usually at a slower rate then if you sent them an email to start. Sorry I triggered you, but it's reality,
Even POTUS has a few letters selected at random and sent to him preiodically (last time I heard it was one or two weekly). Other top executives should do the same. It's a great and easy way to stay in touch with your customers, what they're thinking, etc. And any customer will be impressed with a personal response from the appropriate C-suite exec, even if it's ghost written.
I remember once, decades ago, when Frank Borman was CEO of Eastern, I wrote to him with what I believed to be a safety issue on the BOS/LGA shuttle. (I was commuting on the shuttle at that time.) I got a letter back from him (or someone who wrote it over his name) saying that I was right and that the probem would be addressed. It made me feel that Eastern, then an airline behemoth, cared about me, an individual passenger.