Express Yourself

Just a quick word about customer service expectations. Rarely are things perfect, but if something is advertised, it is reasonable to expect to receive it. So if things aren't as expected, you shouldn't hesitate to voice your concerns or disappointments...in a tactful way, of course.

For instance, a particular hotel chain advertises that many of their participating hotels offer free wifi. If you travel a lot, you know that wifi isn't always the best, depending on the area and especially when it's free. But if it is advertised, it should be available.

I recently stayed at a location twice in one month. To make a long story short, the wifi wasn't working either time. So I discussed it with the clerks who were working. But I also wrote a review on their website.

I also went even further and wrote a letter to the company, because I truly believe that if you don't say something, there's no way they'll know what is going on. And guess what? They arranged for me to receive a FREE night because of my disappointment with my previous visits.

That may not always happen, and it did take a lot for me to write that letter. But that's what I love about being able to leave reviews online. They give you the chance to let establishments know if things aren't right. In the same vein, I think it's just as important to leave positive reviews if things were especially good. You never know what kind of an impact you might have on making a difference. So take time to express yourself.