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:
Employers list worker health habits as top cost concern http://ow.ly/vyxtJ via @Benefits_Pro
Tech Insights: Operations vs. HR, or Why Old Techniques Still Have Value http://ow.ly/vyy3n via @dcreelman @TLNT_com
6 Things I Want to Teach My Dog About Work http://ow.ly/vDMfj via @HuffPostBiz
How to Have a Happier Monday http://ow.ly/vDMPV via @HealthyLiving

Kronites are writing about:
New Time Well Spent #Carton: http://ow.ly/vvAQA #certified #Kronos4HC
RT @SmarterCafe: @CallawayGolf hitting ’em straight to the @KronosInc #cloud. http://wp.me/p13Ulc-13e
Thank a Teacher and Win $10,000 for Their School! http://ow.ly/vDNBb via @WF_Institute #education #teaching #edtech
How good is your vision? http://ow.ly/vDNfw via @simonmacpherson @KronosUK
To Everything (Learn, Learn, Learn) http://ow.ly/vGzkJ via @SmarterCafe
The 40th most important person in cloud computing http://ow.ly/vGznL via @SmarterCafe
“7.1 million folks have health insurance.” http://ow.ly/vGzrq via @SmarterCafe

Kronos News:
Kronos Adds @CallawayGolf Company as #Global and #Mobile #Cloud Customer! http://ow.ly/vvBR6
#RewardTeachers and their schools by entering our “Thanks to a Teacher” contest! http://ow.ly/vvClL #thankateacher
Kronos Survey Finds Employee Fatigue Can Cost Energy Companies Millions Annually; Night Shifts Not the Leading Cause http://ow.ly/vywxd
[INFOGRAPHIC] Employee Fatigue Leaves Energy Organizations in the Dark. http://ow.ly/vywNC
Don’t miss the FREE #KronosLive conference near you! Learn about the latest innovations & gather valuable tips/tricks http://ow.ly/vqtZN

One thought on “Omni Indy – Converting a customer service fail into a happy customer

  1. Wow, that really is an extraordinary customer service story with a sweet ending. And, made even sweeter knowing that Omni Hotels is a Kronos customer!

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