Hayatz on the go

So I have this blog but it’s soooo easy to share on Tumblr so that’s where I’ve been sharing stuff Will probably connect it to this but for now, check out where the action is: http://www.tumblr.com/blog/johnhayato/

I’ve had the opportunity recently to contact customer service for airlines, hotels,  deal sites, and car rental companies lately due to an increase in travel. When traveling, you expect something to go wrong or need to make a change to plans as it’s some dude named Murphy’s law.

I’ll start with a case of a brand knowing what to do or at least making you feel like they care. United did something we’ve all become accustomed to, they canceled a flight. Not only that but it was canceled with less than an hour before the take off time.  That’s really annoying and basically caused a mad rush for the customer service desk. I’m an avid user of social networks and lamented my situation on Twitter without expecting a reply. But somebody at United was listening and even though they couldn’t get me on the flight I requested, they at least had a conversation and worked to remedy the problem.  As a customer we pay for services or products and we expect some help when said service or problem doesn’t go our way.  Thank You United… even though you canceled a flight without reason

Some companies try to make themselves seem like they’re listening but end up cutting corners and that’s where the customer will focus on when remembering their experience. The W Hotel that I stayed at is just such an example. My girlfriend was staying at the W over Valentines Day and I wanted to have a package delivered to her room. I was told she could come to the front desk to get it but they wouldn’t put it in her room. That’s fine with me. BUT, what they meant was that she had to go to the front desk and tell them she was back at the hotel and THEN in 15-20 minutes somebody would bring the package to the room AND she would be charged $5 for having the package delivered to the room… plus, there’s a tip to give. I find that ridiculous.

My final rant deals with rental cars and a deal site that they partner with. I’m heading to SoCal in a couple weeks and needed to book a car to pick up at the OC airport (SNA) and then drop it off at San Diego airport (SAN). I thought I put in the correct codes for the Priceline deal but when I got the confirmation I noticed that the pick up and drop off are the same. I contacted Priceline who said they could do nothing and to contact Avis. I contacted Avis and they said that they were locked out of the system as it’s a Priceline deal. I made it very clear to both companies that I understand that there was user error and all I wanted to know was how much it would cost to switch the drop off locations. A fee is what I expected… But neither are willing to do anything, even though it’s not the money I’m worried about. I don’t want to show up to the Avis rental car  at the airport and be told that it can’t be done.. So, for $50 Avis and Priceline now have lost a customer even though I’m willing to pay extra to fix the situation.

It’s not the money that customers care about, it’s about the service. Once these companies start figuring that out, they’ll learn that these tools such as Twitter, Facebook, Blogs aren’t going anywhere and if you don’t bother to at least listen to your customer, you’ll lose them.

Companies should take a page out of Zappos’ book.

And just so this blog isn’t only about ranting, here’s a picture of a cute puppy.