Chad – Rappin' On Social Customer Service

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August. Last thing I want you to do is stay inside and read this blog on your laptop so kick those shoes off, put your feet up, grab a cold one and pull up No Fluff Social Media on the tablet out on the patio!

Last week I blogged about my new favorite company, Uber. They reinvented taxi service, you should check them out!

Another travel company recently caught my attention for the wrong reason. Marriott!

First, let me say I’m a huge fan of Marriott and a loyal customer. Since I entered the work force in 1999 most of my years I’ve spent traveling a few days a week. I’ve spent over 100 nights at all the major chains including Hilton, Holiday Inn and Starwood.

But because of their price, rewards program, convenient locations and consistent experience I’ve gravitated more and more towards Marriott as I approach 400 nights stayed.

Last week I flew to Chicago and because I’m such a customer experience nerd I wanted to stay at the brand new Fairfield Inn literally right across the street from Salesforce.com Chicago headquarters on Illinois St. The day I checked in was their 5th day open.

This is where it goes down hill.

Question for you. If you spent all day flying and working on the go, checked-in to a hotel and got to your room for the night what is one of the first things you would do?

For me that answer is charge my phone, laptop and other devices.

Here is the problem. Marriott designed a beautiful new hotel and didn’t put plugs by the desk or the night stand. I know what you are thinking, “Chad, that’s impossible, it was probably one of those cool modern new desks where the plug is underneath or the back of the lamp on the nightstand is a secret power strip.”

Not the case! How could this possibly happen in today’s connected world? There was a plug in the entry way and the bathroom but not helpful for a laptop and cellphone while working.

Did I mention I may have set off the fire alarm at 6am accidentally when I was there? Yeah Marriott and I were not on good terms last week. I typically leave the hot water running after I get out of the shower to remove the wrinkles from my shirts. Well as soon as I opened the bathroom door, everyone got a wake up call.

I only add this piece of the story because engineering came to my room so I asked them about the plugs and they couldn’t find any either. Here are some pictures to prove it!

The closest plug to the desk is apparently somewhere down this hole which isn’t accessible.

I had to pull out the night stand and unplug the clock to plug in my iPhone. Then do it again the next day when housekeeping moved everything back.

What is funny about this whole thing, 4 days before I checked in I sent this tweet;

Why did I send this tweet? No I do not have a crystal ball! The customer experience is about how you make people feel. So what is one of the worst feelings in the world? When you are out and about at a restaurant, bar, grocery store, plane, stadium and your phone dies. Wireless charging stations are relatively inexpensive, why aren’t more places offering this? Wouldn’t you pick a restaurant, movie theater, retail store, coffee shop over another if you knew you could charge your phone?

Lastly, perhaps your thinking. “Chad, Fairfield is not really a business traveler hotel so that’s why they don’t have a lot of plugs.” Baloney, in fact a family traveling on the weekend is going to be a bigger problem. A family of 4 has 4 phones, 4 tablets/laptops, my gosh I think I’m going to open up a power strip store inside the Fairfield!

Back to Marriott, so you guys know I’m going to tweet Marriott about this right? Check out their Twitter bio. “Re-imagining the future of travel. Check out our innovations and submit your ideas on how to #TravelBrilliantly.”

Perfect, I apparently have an innovative idea no one at Marriott thought of, ADD SOME FRIGGIN” PLUGS TO YOUR HOTEL ROOMS! Genius I know, hold the applause.

Here is the tweet I sent.

You’ll notice I sent a tweet to Fairfield as well after I realized Marriott probably created a branded Twitter handle for Fairfield. Interestingly enough, check out their Twitter bio. #LetsGetItDone is based on how productive you can be while staying at a Fairfield for business or leisure travel. Unless of course being productive requires a laptop, iPad or iPhone.