My husband and I recently went on a trip and stayed at a park-sleep-fly hotel because our flight was leaving early the next morning. On the way to the airport, the shuttle driver gave us a card from the hotel with a phone number to call upon our return a week later to alert the shuttle driver to come to the airport to pick us up.
“Just call this number and we will be on our way to pick you up and take you to your car.”
Simple, right?
Well, our flight arrived at the time scheduled, but when my husband called the number on the card to have the shuttle pick us up at the airport, no answer. He did get a “menu,” but with no listing of shuttle driver, just front desk, reservations, meeting space, etc. So he hung up and called again, listened to the menu patiently, selected “front desk” once again. No answer.
I suggested he select “reservations” from the menu just to be able to talk to a human. He called again, selected reservations and spoke to a woman who told him she had no way to contact the local hotel as she was off the premises (probably five states or countries away) and didn’t have access to a phone number for the hotel she was representing (What?).
She suggested he hang up and call the number on the shuttle driver’s card for a third time. All she could do was make us a reservation. Silly us. So our options were to call an Uber, walk the 7 miles to the hotel or keep going through the menu to try to get the front desk to answer. They eventually did … but it took awhile.
Solution: The shuttle driver drops us off at the airport at the beginning of our trip. We check in, get on our flight and enjoy a week at our destination. In the meantime, the shuttle driver just stays where he dropped us off and doesn’t move until we return a week later. I mean, it makes sense, right? He can catch up on all his reading, the airport has numerous restaurants, he has access to restrooms for a little tinkle and sponge bath, and at Indy right now, there is a full-size basketball court in the atrium where he can get a little exercise. He can FaceTime with his kids and pay his bills online. And he could even make a little on the side by helping other travelers with their luggage.
When we return, we can compliment him on his beard and review the stack of books he read while we were gone. No shivering outside while waiting for him to arrive … he is exactly where he was when he dropped us off a week ago.
Now let’s talk Xfinity. I was recently at the Xfinity store at the mall to renew my “package” for TV and Wi-Fi services because for some reason, my rate automatically goes up if I don’t “remember” to renew my options. So after waiting for an hour, a helpful young man went through my plan and had me sign my name in more places than needed.
I left happy, knowing I had accomplished my mission, but when I returned home, I discovered I had left my Old Navy purchases, which I had set down in the Xfinity store while signing the numerous forms required for my contract.
I googled to try to find the local number for the Xfinity store so I could give them a quick call to let them know I had left a package and would be out to get it if they could hold it for me, but nothing came up. So I called the 800 number, and after being on hold for 45 minutes, I asked the representative if she could give me the local number so I could call and see if my package was still there.
No, she could not do so because they don’t have phone numbers for the local stores.
So in the world of computers and unlimited information, Xfinity people, wherever they are talking to me from, have no listing of all their stores where they can simply type in “Champaign, IL” and find a phone number. Nope. My only option was to drive back to the store and see if my package was still there. I thought it would be simple to just call the store to alert them about my package … not simple.
Solution: Have a local number. When you google, gurgle or gaggle the local store, a phone number flashes up. They also display the number in big numbers on their window at the store. They display it on billboards all over town. They put flyers on your windshield with just their local number on the paper.
Then when you call the local store, a pleasant voice says, “Oh, I have been waiting on your call, Mrs. Knight. I will be helping you today as I am the ‘Customers that Leave Packages’ representative. After you left, I discovered your package on the floor. I immediately ran to our security footage, identified the representative you were working with and saw the little Old Navy package just lying there all by itself. Golly gee! I looked up your information, noticed you lived 30 minutes away, and estimated you would be calling within 31-35 minutes to inquire about the Old Navy bag. We have your package and will keep it in a safe place until you are back in the area to stop by and retrieve it.”
And how about all those hotels that advertise:
— “Check in to luxury.”
— “Your home away from home.”
— “Stay with us and leave refreshed.”
— “Our dedication is to quality.”
Well … you check in with expectations to sometimes discover it isn’t the home away from home you were exactly hoping for.
Solution: How about they advertise like this instead to lower your expectations:
— “We probably won’t meet your standards, but stay with us anyway.”
— “The air conditioning hums all night but kinda sounds like the waves of the ocean. Expand your imagination.”
— “Bed bugs can be cute.”
— “Our free breakfast is just OK, but we try.”
Everyone is trying, and most businesses today are working with a skeleton crew. Our world has changed, and patience and understanding is of the utmost importance. My solutions are silly, yes. And the inconveniences are small. The lesson is one we all know … expectations can be disappointing and frustrating at times, but we are human and sometimes you just have to go with the flow and be nice.
My expectations are that you will read this article, but I am not expecting a nomination for the Pulitzer Prize.
Solution: Just keep writing.
Nancy Knight is retired and lives with her husband, Napoleon, in Champaign.
