Flying Emirates Airlines to Dubai, one cannot help but be impressed with the level of customer service and care afforded passengers by this organization.
My flight departed Australia at 8.30 pm and after twenty hours we arrive in Dubai at 6.00 in the morning. Alighting the aircraft, an immaculately dressed woman greets me at the air bridge, welcomes me to Dubai and requests that I follow her. The typical niceties are exchanged and she comments that I must feel weary after such a long journey. Especially considering the time of departure from Australia. As we are walking, she takes my passport and escorts me through a number of shortcuts, bypassing every queue, whisking me in record time to Customs, where I am magically jumped to the head of the line and swiftly approved for entry again to the UAE.
On the other side of Customs a porter has already collected my luggage. How on earth he was able to do that I have no idea; and as he couldn’t understand my Aussie accent, I will never know. My entourage now briskly takes me to the curb where a Mercedes limousine is waiting to take me to my hotel. What a pleasure. Thank you, Emirates.
I arrive for my six-day stay at Le Meridien Dubai, the most beautiful resort hotel on Airport Drive not more than five minutes drive from the international airport. A private concierge meets me and a porter collects my luggage and I am lulled into a false belief that this wonderful service will continue.
“I telephoned ahead and requested a two-day extension as I am meeting a client who I have recommended stay here at this hotel so he and I can have some quality time together.”
“Mr Willmot we have no record of that.”
“Please check your records again, and check that my client has booked in.”
“Mr Willmot, yes your client has booked in, but we have no record of your stay ... there is no problem we can accommodate you. The rate for the two additional nights will be $1,500 per night.”
“Well, I am glad my client has booked in. I am also pleased you can accommodate me. However, my rate is $1,150 per night for my Executive Club Room.”
“Mr Willmot we cannot provide you with that special rate for the two extended nights.”
Really? I am staying six nights, wanting to add another two. I have brought in new business by recommending my client stay at the same establishment, and I was planning to dine on site every night and host quite a number of clients over the entire stay. Added to this I have a conference room booked for two full days.
Interestingly, both organizations are high quality establishments. One generated loyalty by providing exceptional service, care and consideration; the other has created resentment by adhering to a company policy and failing to recognize the holistic impact I am having on their revenues.
Now, as I connect to the internet in my suite to check email and send “Postcards from Dubai,” I learn that even though complimentary high-speed wi-fi internet access is advertised in all of the marketing collateral for Executive Club Members, there has been a change in policy and I have to contribute $30 per day to have internet access.
Which organization has been smartest with their customer service model, to encourage repeat business, referrals, recommendations and positive word-of-mouth? In a free market economy, people voluntarily enter into commercial transactions where each receives more than they surrender; this is what one commentator coined, “Capitalist acts between consenting adults.” I surrender cash to gain air travel and accommodation. Le Meridien Dubai surrenders the use of its facilities for my cash.
Guess which firm I will continue to surrender my dollars to? And, it won’t be both!
© Ric Willmot 2008 All rights reserved.
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