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Omni Indy - Converting a customer service fail into a happy customer

I had my first trip to Indianapolis and our Kronos Technology Center there this week. I went to Indy to speak on a panel with some of my fellow female leaders at the request of the women working at the center. This event was both energizing and inspiring for me and my fellow panelists. It's fun for us to share our perspectives on work/life management, and equally fun to hear about the aspirations of our younger colleagues.

I did have an interesting customer service experience I want to share about how the Omni hotel in Indy turned a poor customer service experience into a win for me. When I arrived at the hotel yesterday, they had no room for me even though I had a reservation. Needless to say, I wasn't happy. I knew there was a big conference in town and hotel rooms were very hard to come by. The desk staff and manager apologized, but said they had nothing to offer. Had the experience stopped there, I no doubt would have avoided this hotel chain for the rest of my life.

What happened, however, was that the hotel manager called around and found me a room a couple of blocks away at a different chain hotel. This alone was a major step in turning around a bad situation. On top of that, though, when I checked out of my hotel this morning I learned that the Omni had already taken care of my bill.

Extraordinary customer service, Omni Severin!

We're Reading This Week:
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How to Have a Happier Monday via @HealthyLiving

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