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Archive for March 2nd, 2009

Can you repair a Hospitality Fail?  Ok, you have to try anyway.  And I must give credit to Domaine Chandon for e-mailing me an apology and an offer to give us a better tasting experience. Here’s an excerpt from Chandon:

“On behalf of the entire hospitality staff at Domaine Chandon, I would like to thank you for your very powerful feedback and extend our most sincere apology in regards to your visit to our winery. I am absolutely shocked at the lack of attention that you and your guests were paid, and you are absolutely right in calling us out on it… we always aspire to provide each of our guests with world class customer service and with your group we obviously dropped the ball. I agree with you whole 100% that even a smile or an I’ll be right with you would have had a significant impact on your 15 minute downward spiral… I cannot speak as to what happened on Sunday, but I always appreciate the feedback and I always address the issues at once.

On a lighter note, we would really appreciate if you and your group would come visit us again our compliments.”

domaine_chandon

If you missed the terrible customer service story from last time, check out Hospitality Fail.   There are SO many wineries in northern California, and say I go this once and of course it will be …better, because they will be trying to fix the hospitality fail experience from our previous visit.  Then the next time I go (if I go) to Domaine Chandon, what then?  I’m worried about risking the same embarrassment with guests again.

Of course we will go back and let you know how that visit works out.  I do feel obligated to go and give them the opportunity to come full circle despite my hesitation.  Poor hospitality is an unfortunate by-product in areas where success, tourism and complacency collect…and sadly, Napa is sometimes one of those places.  In these bad economic times, complacency is a sure bet for failure.  The kind of customer service that makes the most difference is inexpensive and easy:  it is that personal touch that reminds your customer that they are important…beyond what they spend.  The business that can offer great customer service with a personal touch will gain my loyalty and my recommendation to all my friends and family.

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