A big part of business is customer relations, and I am delighted to share a great example of the good variety.

This past weekend we stayed at Swissôtel Chicago. It was a lovely hotel that I chose mostly because that is where DH stayed the few times he went to Quito. The only shocker is when we checked out there was a $55 per day charge for the parking. I had expected it to be something, but not $110! There were no signs or indications anywhere until the final bill. When I got home I wrote a very polite note expressing my disappointment and this was the reply I received.

Happy Anniversary! We’re so excited that you chose Swissôtel Chicago to celebrate this milestone. Unfortunately, we did not display our Swiss hospitality and we hope that you will accept our apologies. While we understand that we’re unable to re-create the moment, we would like to reverse the parking charges which will compensate you for the inconvenience.

We’re very serious about customer service and we’re pleased that you took the time to share with us your experience. Our hope is that you will consider this to be an isolated incident and that you will consider us in your future plans when you travel to Chicago.

We look forward to reversing the parking charges as well as reversing your lasting impression of Swissôtel Chicago.

Yes, indeed. He did a lot to give me a lasting impression of being a valued customer. Note to self, make my customers feel this way.

Laura - that is excellent.

Laura,

FWIW that is the standard parking rate in Chicago. That is why Beau and I now take the train to Chicago and do not drive.

$55 is xpensive but sadly not shocking. But $110 a day!?!? That's crazy talk.

But $110 a day!?!? That's crazy talk.

I don't think that's what it was. Didn't she say $55?

It wasn't so much that the $55 was an insane amount for a day, but that there wasn't any indication of how much it would be. No signs, no warning from the valet, nothing on the web site. No rates were visible anywhere.

Still very pleased with the response I received. They took me from annoyed to delighted in moments.

eta: yes, $110 total for 2 days, but now reversed

They're doing it right. Good on them!

Note to self, make my customers feel this way.

Copied.

Halfway through the taxes... new goal for next year is to have someone else do this AND get a few dozen massages after. This was SO much easier when I worked for the man, man.

Hello you self-employed people with health insurance. I am shopping for insurance for just myself - anyone out there love theirs? I need to make a decision and sign up with a provider by mid-April.

I use Blue Cross/Blue Shield, after years of battling with less expensive companies. I gave up, bought minimal coverage, but with a company that at least a modicum of health providers will accept.