Good Customer Care in Crisis

English: The water towers on the north side of...

English: The water towers on the north side of Tinker Air Force Base are prominent landmarks in Midwest City, OK. Category:Photographs by User:Willy Logan Category:Images of Oklahoma (Photo credit: Wikipedia)

I’m sitting in the parking lot of the Hawthorn Suites hotel in Midwest City, OK just before midnight. Although this is a much later hour than I usually keep, I thought I should take the time to write about this.

As you may know, Moore, OK has just been through some devastating tornados. There isn’t a hotel room available for over 50 miles tonight because they are all booked with people who have lost their homes.

My family and I reserved a room for the week a while back because my father, who passed a couple years ago, is being honored at the Air Force base. We were fortunate that we made the reservation early. Unfortunately, the hotel clerk that booked our reservation was brand new the night I talked to her on the phone. I was, quite literally, her first and last reservation. She neglected to book tonight’s room for us. And here I am with twin girls sleeping in the car. In light of others’ troubles, this is peanuts, but inconvenient nonetheless.

Shane, the night staff at the hotel, has been working 24 hours straight. He could have just told me we were out of luck, and that other people have bigger problems. But do you know what he did instead? Shane worked out a room for us by calling to see if any of the 4 late check-ins were not going to need their rooms after all. He found one room like a needle in a haystack when all rooms, as I mentioned earlier, are booked for 50 miles. Shane stayed an hour late to help make sure our room was ready. I have to tell you, I’m so impressed.

Could any of us say we would do the same? I hope so. Shane’s own house just got electricity turned back on, so he has his own struggles. But he still helped me. Thanks, Shane

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