We use a survey company to help us to know if we are doing a good job or not. We like to believe that we provide great service all the time, but we also know that at times the customers may not believe that they have received great service and if there is something we can do to change that perception or process, we want to do it.
What is very frustrating as a campground owner is the person that has an issue because they are violating the rules then gives you a bad review that is only part of the truth.
Two examples:
During July of this year, when we are at our absolute busiest the following occurred: A car came speeding into our park - past the Stop - Please Register sign and right up the middle of the park. Of course, we noticed and followed to address the speeding as well as the "why are you here". The car stopped and a young man ran from the car to the back bathroom in our park, then after a couple of minutes, came out and jumped in the car which turned around and began speeding out of the park. My wife jumped in front of the car and started yelling to slow down, then stopped the car to ask what they were doing. Their response was they were checking out the park to see if they wanted to camp here. My wife questioned this and asked what they were doing in the bathroom. They stammerred around a bit, then Sandy asked them to Leave the Park! Two days later, a review shows up on Google Places telling the world what bad people we are, how they had a reservation but that the Owner yelled and was so rude that they decided not to stay, but to leave. Of course, we can post a response, but anyone using Google Places sees this review and I am sure get's a bad impression.
During August of this year I had some minor surgery that required me to be off my feet for 3 days. We planned it for the slowest weekend of the month so that I wouldn't miss anything. During this time there was a group camping with us that was new. They were all adults but were loud and a bit roudy. Sandy asked them to quiet down after quiet hour and the third time she visited the site she told them - either quiet down or leave! So - I sent our my list for guest surveys - and they responded: the pool was dirty, the site was nasty and if you weren't friends with the owner, then you had to be quiet and they gave us a D rating.
Now I don't and will not ever select who the surveys are sent to. Luckily we have so many great reviews that these few poor showings will never damage our Guest Service A rating, but it is frustrating that these people use this process to slam us, when they were the ones who acted wrong. People need to take responsibility for their own actions. If we have done something wrong then we want to address it and correct it as quickly as possible, but if you are just pissed at us, please, send us a note or call us, but don't make things up just to slam us. We don't make things up about you!
Have a great day.
No comments:
Post a Comment