Putting In The Effort

Went away last weekend for the bank holiday, and arrived at the hotel at 2.30pm. We were told our room wasn’t ready, and wouldn’t be ready for another hour and half. Ok, no problem we thought, we will sit and have a drink. About an hour went by, and no sign of our room, but plenty of other guests arriving and being checked in. Beginning to get a bit annoyed, I went to enquire. I thought I’d try the self-service check in, but they had all been switched off. What’s the point of having self-service check in terminals, if you’re going to switch them off, and make your guests queue outside?

We have talked plenty in recent weeks about very poor service experiences, so am delighted this week to write about two great experiences. I went to the physio last week. Never something to look forward to, but they have definitely updated and redesigned their service experience since I last went a couple of years ago. They now have an online pre-assessment where you fill out details of your condition, pain issues, mobility etc. This is then reviewed by the physio before you arrive on his tablet, so doesn’t waste time establishing the nature of the condition. More time for treatment. Everything about the condition, treatment and exercise plan, explained on the screen, with diagrams, all supported with a really fabulous human interaction.