The importance of exceptional customer service in the Tourism Industry.
As I mentioned in previous posts, I am planning an epic road trip across the province of Nova Scotia. Part of the planning involves booking accommodations, activities, restaurant reservations, and much more.
Having visited Nova Scotia many, many times in my lifetime, I have been just about everywhere in the province, experienced many different eactivities, visited many different hotels, and ate at many many restaurants. I have always found the hospitality of Nova Scotian People to be far exceeding the hospitality and service levels of any other place I have ever visited.
I am a very well travelled person, who has experienced all kinds of service, and I am aware of the nuances of bookings. I know what I need, what to ask, what to say, etc.
NEVER would I ever say a negative thing about the service, kindness, and amazing hospitality of the Nova Scotia Tourism operators/owners. They have always left me with such a great feeling, and has deepened my love for the province of Nova Scotia.
However....
Recently, I went to book accommodations along the Cabot Trail. We have plans to do whale watching, which is some of the best whale watching in the world, by the way. I called a few places in Cheticamp to make my plans. I needed a dog friendly place, as we are travelling with a small service dog, who is extremely well trained, and stays in a crate.
While I was inquiring, I made it very clear the number of people, the fact that we had a small dog who stays in a crate, and the dates, and type of accommodations we were hoping to get. As we are 2 couples, we are fine sharing a room if the space is right. Because we had whale watching plans, which can take 2-3 hours to do, I was also very clear about asking for late check out, so that we can leave the dog (in her crate) in the air conditioned room to ensure her safety.
Well, few places were willing to allow late check outs. This is rather annoying as the main attraction in Cheticamp is Whale Watching, which many of them advertise on their website as "things to do in Cheticamp". While I understand their rationale for not allowing this, I was hoping for a little lenience, in order to ensure our dog's safety.
The most interesting responses I got were from one hotel in town, that actually allowed a slight extension of the check out time. Oddly enough, the ONE hotel that was willing to extend the check out time a little, is actually the very same Hotel that I felt the need to complain about. It is not even about the check out time. It is the attitude in which this hotel spoke to me over the phone when I tried to clarify the specifics. As the Whale watching starts at 10 Am, and is scheduled to be 2.5 hours, the hotel was willing to allow a late check out until 12:30PM. This sounds good, right? Well, my question was "what if the tour lasts a little longer than 12:30? Their answer was that they will charge 1/2 a rooms rate if you are late. As it is a technicality of 12:30, the question about being a little longer than 12:30, was really my point. This hotel chose to yell at me and ask me "what makes you think you are so special that you deserve special treatment?" This was just ONE of many choice phrases the Hotel Manager used to explain her position, and company 'policy'.
As a person who has worked in Customer service industries of various different kinds, and someone who is also a Travel and Tourism counsellor and tourism blogger, I found the attitudes, and comments made by the staff at this hotel to be completely unacceptable. I wasn't trying to be a jerk, I was just trying to ensure the safety of my dog. Another factor they tore a slice out of me for: "I am not even sure how you got this room when you have a pet - it is not a Pet Friendly room". Let's be clear - I never booked anything at this point, I had only emailed a list of questions to the hotel, and was told the best option was "house #1". I made no demands, I made no expectations. I literally just asked questions to clarify to see how their hotel could suit my needs.
As I felt over a barrel, I did not respond to them as I would have under any other situation, but I will not allow this to go unattended to. Their responses left a bad taste in my mouth, and I did NOT feel good about booking here, regardless of how desperate or in need we may have been (which we are Not).
I then took to TripAdvisor to check out other reviews. Many reviews of the hotel are favourable, some not so good, etc. However, after reading many, many reviews for this place, one theme became very clear. Overwhelmingly, the worst complaint people had to say about this hotel was the atrocious customer service. Words and phrases like: "rude". "indifferent", 'abrupt', 'could care less', and many others, were a very common theme. It seems that the people who work at this hotel, and the people who manage it, have no concept of customer service skills and hospitality. In the hospitality industry in a tourism destination with a very short season, you would think that they would want to make the most of their short season. As Cabot Trail is a HUGE destination, and one of the greatest places on earth, I guess the staff & management of this establishment do not feel they need to be better at Hospitality in the Hospitality industry, because if they lose my business, they will have the next person. No loss to them.
Luckily, I had already booked accommodations in Cheticamp with a LOVELY lady at the
Sea & Golf Chalets, before I called
Laurie's Motor Inn. I am happy to give my business to Gloria at the Chalet, and NOT support Donna and the staff at Laurie's Motel.
Perhaps if Donna wants to be an effective Manager, she could do a full staff (including herself) Customer Service training seminar in the Hospitality industry. Read your reviews on TripAdvisor, and other reviews, and maybe you will realize that while people liked your eggs Benedict, the general consensus seems to be that your staff are the Rudest people out there.
I normally would never write this kind of Rant, but my biggest problem with tourism based businesses is when a business doesn't care about their customers.
This is NOT about the late check out, we will survive, and find other options - or just not do whale watching. This is about the absolutely terrible way you treated me over the phone.
As a small business owner myself - Social Media Marketing, I would be happy to Help Sea & Golf Chalets with their marketing and promotion, and as a Travel & Tourism counsellor, I will be happy to make recommendations to anyone visiting CABOT TRAIL, and Cheticamp (and where not to stay).
I can also arrange for a training session for the staff of this one hotel, on perfecting customer service in the Travel & Tourism industry.
Thank you for your time.
