Customer service done right: Just my PJs

by Betty Lochner on April 1, 2011

I wrote a while back about a bad customer service experience at my former favorite coffee stand. By the way, that still bugs me and I haven’t been back since.

Today, I write about how to turn a bad customer service experience into a good one.

I was in Washington D.C. this week for a conference and stayed in a really nice hotel.  The kind where you pay for internet,  and the house wine is $13 a glass.

On  my second day there, I headed to bed and couldn’t find my pajamas – they were just old flannel pants and a t-shirt, but I was quite fond of them and they were the only jammies I had with me.

I looked everywhere, and finally called housekeeping  to report my problem.  They looked around and determined that they might have accidentally gone down the laundry chute with my towels. With no jammie back up, I slept cold and bare and woke up cranky. The next morning I talked to the manager.  She said she would look into it.

Annoyed, I went on with my day sharing my missing jammie story with anyone who would listen.

Just my jammies

When I returned to my room that night, I found a brand new set of pajamas on my bed with a note that said they were mine to use during my stay and that if I liked them I could keep them.  And, there’s more – my bill was credited $35 (the cost of my internet use) for the inconvenience.

I went from annoyed to enjoying nicer jammies than I would ever own.  The best part: on my last day there, my jammies reappeared. Cleaned and folded. Now, that’s good customer service.


Betty Lochner is the Owner of Cornerstone Coaching & Training. She specializes in personal and organizational transformation and is the author of  Dancing with Strangers: Communication skills for transforming your life at work and at home. And, it’s now available on Kindle! Check it out.

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1 Betty Lochner April 9, 2011 at 12:09 pm

A footnote to this story — after all of the fuss about losing my favorite PJs, within a week of my return, Penny found them and tore them up. I guess the morale of that is even with our best attempts — things still happen. It’s how we react to it that matters. Now, out to buy some new PJs…..

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