westernrvparkowner wrote:
4X4Dodger wrote:
Note to Moderator: this post is NOT the same as my previous one in V 2.0
I dont know why this post was closed and then the V 2.0 I started was closed and then this one re-opened. It seemed to me it was just actually getting to the heart of the topic. I also dont think this post was "too personal" Considering WRVPO's choice of handle and his often provocative customer service views.
WRVPO has his view and his view of things went right to the heart of the matter under discussion. His business philosophy was what was in question. Not him personally.
And this is a topic of great interest to so many as we all use these parks at one time or another. I think it is also good for WRVPO to hear what his potential customer base thinks. Whether he heeds that or not is up to him.
But as a representative of the RV Park side of things on this forum and by choosing his "handle" as "Western RV Park Owner" he has really set himself up for spirited discussions and should expect some flack now and then. If he didnt want this he would have chosen a different name.
As for customer service: The VERY FIRST WORD out of a staff or owners mouth when confronted by a customer complaint/problem or issue MUST be "I am Sorry". No excuses. No reciting of Policy. Then they should say: What can I do to make it better? Or if necessary explain politely to the customer why the problem is out of your control to fix if that is the case.
Additionally being a smart customer service person...you will LISTEN...your customers can often teach you alot. And it gives them a chance to vent their frustration which in some cases is all they need. When followed by an immediate apology they, in many cases in my experience, are satisfied and will be happier and feel that you have actually "done something about their problem" when in fact all you did was listen.
Further it doesn't matter what attitude your customer has when they stand in front of you. It is still your job to treat them with respect, civility and try your best to make their day a little better. They may be stressed out, tired, angry at GSRSA for not showing up for fourteen hours whatever. Why take it personally?
However I have no tolerance for a customer that is abusive, uses foul language or has lost control of their temper. But these are extreme cases and dont happen very often. Grumpy, tired, short, or just impolite is not enough to excuse bad service.
If your goal is to get some posts bashing me, you might want to do a search of these forums. There are more than enough to give you some good reading. As for my screen name, whatever screen name someone choses does not in any way change how they should be treated on these forums. I deserve they exact same respect using my screen name as you do using yours.
As for every conversation starting with "I'm Sorry", I will go with what another poster said. "I'm sorry YOU feel that way, however..." is a great way to respond to many issues. But that is a whole lot different than apologizing for having the rule or policy in the first place. And as for always having a smile, there are WAY too many times people display an amazing disregard for the park's property and the comfort, convenience and safety of other guests and their personal belongings. Sometimes a little anger and indignation goes a long way in making people think about what they are doing.
I think if you look back I have defended your right to speak your mind in other posts. You seem to jump to so many conclusions.
I have no goal other than to point out that the choice of your name will, like it or not, on this particular site, garner a certain amount of sharp posts, especially given your, lets say, different view of customer service and your willingness to speak as a park owner. So I think one must conclude that you, being an intelligent person, should have and could have foreseen this when you chose your name. Of course you are right you should not be treated any differently because of your screen name, but expecting that is a naive concept on a site like this.
No where in my post did I ever urge anyone to or condone Bashing anyone certainly not you. I simply pointed out that in response to the sharpness of some posts that you should expect those kinds of comments from some people.
As for your customer service philosophy...anger and indignation will only fuel the fire of an already angry customer or turn a simply disgruntled one INTO an angry one. It really accomplishes nothing and certainly in this day and age of the internet and FB and twitter only makes it easier for your angry customers to DEFINE you instead of you defining yourself.
Diplomacy is the art of telling someone they are full of S(*t and making them feel good about it. Wouldn't it always be smarter to make friends and garner good word of mouth and good reviews than bad angry ones? And why isn't that obvious to you as being in your best interests and the best interests of all businesses? This is what puzzles me.
