"Using the customer service experience presented to me, what is this company telling me?" --John Q. Customer

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Review of GOOD customer service

Chicago Oak Brook Marriott, Oak Brook, IL 5:45 pm July 11 until 4:00 pm July 14, 2002.

This company wants my business. It is a good thing they show it because it's a buyer's market when it comes to hotel choices for potential guests. When entering Chicago through O'Hare Airport you realize the enormity of choices while passing "hotel row" at the airport. I'm on my way to Oak Brook, a nearby Chicago suburb for a review of the Marriott Hotel.

First impressions of friendly hospitality over the phone with the reservations clerk months earlier are confirmed when entering the facility. The front desk personnel are efficient, cordial, and helpful. They attentively listen and atriculately answered my questions about amenities. It's at the front desk that I am first treated to the Marriott service mentality that would be repeated at every encounter throughout my stay--eye contact with the guest including a smile and greeting.

Upon checking in, I was handed a personal greeting written by General Manager Ted Selogie expressing his delight at having me "stay with us and hope you enjoy your visit." He wrote, "If there is anything that we can do for you, please do not hesitate to ask. You may reach me or my Assistant Roberta Spangler in the Executive Office at extension XXXX." Included in the note were his business card and a coupon for a complimenteary cocktail in the lounge. This sounds like an establishment this is grateful I'm patronizing their business.

Every one of the well-groomed staff that I came into contact with, and I mean everyone (I keep track of these things), made eye contact with me and greeted me appropriately whether I was getting out of an elevator, walking down a hall, climbing stairs between floors, purchasing an ice cream treat at the front desk, ordering from the delicious menu (featuring Portobello mushroom cuisine among other things), or passing through the lobby.

The concierge stepped forward to ask if she could help me. When tested with questions about the surrounding area, she was knowledgeable and helpful. Her suggestions were confirmed and proved to be accurate in terms of directions, expectations, and suitability. All in all, she proved to be a valuable resource and an asset to the establishment.

For some strange reason, only one server was on duty during a Friday lunch hour. Even so, she was apologetic for the wait (what little there was). I watched as she whisked through the restaruant taking care of patient customers in an apparent stress-free and gracious manner in what would ordinarily be a very demanding situation. All other times, the restaurant seemed to be adequately staffed and highly customer oriented.

Inspecting my room for cleanliness and livability, I found the housekeeping service (Gloria) was attentive, very effective, and personable when engaged in conversation. JQC is fussy about the cleanliness of the room and this inspection was more than a cursory glance. In every aspect, the room exceeded my expectations.

A note about the product: If there was any deficiency, it was in the hotel's billing software. Calling the discrepancy to the attention of the front desk clerk upon checkout, however, resulted in immediate correction and an appropriate apology. It's nice to see the front desk personnel empowered to do the right thing in the customer's behalf without resorting to calling the supervisor.

Even the taxi service recommended by the staff (American Taxi) was a pleasant customer service experience...something rare in that industry!

JQC visits Marriott Hotels often to evaluate their renowned customer service. This recent visit confirms that Marriott's great customer service ethic is pervasive. It is seemingly executed effortlessly and genuinely as guests' are made to feel comfortable and welcome. Marriott continues to get JQC's highest recommendation as one of the best customer service experiences in any industry.

Review of BAD customer service

Ticketmaster, 10:00 MST, September 17, 1999
Ticketmaster, Noon, EDT, July 13, 2002

This review is short because it's almost too exasperating to describe without raising my blood pressure beyond safe levels.

I worked three phone lines to call my local as well as Los Angeles Ticketmaster offices for Bruce Springsteen concert tickets. I was also working online at the Ticketmaster web site. Beginning before 10:00 a.m. and dialing constantly, I finally reached the local office at 11:40, but was immediately put on hold for ten minutes without any explanation. Now after being at this for two hours, I was finally able to order tickets. The sales clerk was pleasant and helpful, but spent precious time trying to sell me shirts, magazines, and souvenirs. It took fifteen minutes to make a simple ticket purchase.

Ticketmaster capacity is no bigger than passing a bowling ball through a urethra. Hey Ticketmaster, get some phone lines and a server that can handle the demand!

Three years later, I made a second attempt at Ticketmaster, for the same reason, Springsteen concert tickets. The tickets went on sale at noon EDT. By phone, I was lucky to get through to an off-the-beaten-path Ticketmaster office in San Antonio (the concert was to be in Phoenix) just before the noon release of the tickets. The clerk, obviously in a haze, wasn't aware of any Springsteen tickets going on sale. After being on sale for precious minutes in the entire rest of the universe and with the good seats slipping away, he finally woke up after my frantic urging for ten minutes to "check again!" and after putting me on hold to confer with someone. This numbnuts didn't have a clue what he had to sell and he could care less.

One more thing, Ticketmaster service could use people who know some real words and can communicate in some fashion other than grunts. This guy couldn't utter anything more coherent than "yeah," "naw, man," and "uh huh." After making my purchase, his concluding remark was "see ya." Hey Ticketmaster, get some real, live, mouth-breathing bipeds to answer your phones that have a command of a language...any language would be useful.

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