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What did the company do to resolve all this? Honest opinion?
Not very much.
They did get the bows for the seats. They were allowed to sit as a group in the restaurant without having to pay for a private room. But that was about it. There really wasn’t any genuine feeling that the
company was sorry about having spoiled
such an important occasion. The day
after Toni and Richard got married
another couple got married at the
same resort and all organised by the
same holiday company. This second
bride, however, was delighted with her
day. She’d been kept informed of all
the changes from the very start and
nothing was a disappointment for her.
And that’s all it took. Simple communication
in accordance with the company’s own terms and conditions. Simple stuff that the company could have been done at any time in the previous year but didn’t.
Now for the good news. Two days after the wedding we visited the local village and arranged for a boat to take our group on a tour of the local islands and bays. Just our group. The company heard about Toni and Richard being married and immediately organised champagne and cake for us – all at no extra charge. We all bought bandanas and dressed as pirates. It was the most amazing day out and one we will all remember. Thank you to the Captain of the Boat, you made it all worthwhile.
Moral of the story: in our quest to do more business with less resources, customer communication can often fall by the wayside. But if you cannot build loyalty with the customers you already have then you may be wasting a huge amount of money trying to attract new customers.
When was the last time that you really listened to your customers?
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"There really wasn’t
any genuine feeling that the company was sorry about having spoiled such an important
occasion"