Comments on: Watch the Customer! http://www.budd.uk.com/blog/watch-the-customer/ How do we stop doing dumb things to customers and people? Fri, 13 Jan 2012 14:33:01 +0000 hourly 1 http://wordpress.org/?v=3.0.2 By: David Naylor http://www.budd.uk.com/blog/watch-the-customer/comment-page-1/#comment-18 David Naylor Wed, 14 Nov 2007 20:22:00 +0000 http://www.budd.uk.com/blog/?p=129#comment-18 And the opposite of this car park experience is when you go to the hotel lobby to pay and pick up your exit token and the PIN terminal requests a referral on your card. After 30 seconds waiting in the phone queue for authorisation the receptionist sees the queue building up at her desk, hangs up and gives you a token without having to pay.<br/><br/>That was quick thinking but perhaps too quick. Everyone standing behind me was also waiting for car park tokens and saw that I got a free exit! I left her to deal with the grumpy customers behing me. And the opposite of this car park experience is when you go to the hotel lobby to pay and pick up your exit token and the PIN terminal requests a referral on your card. After 30 seconds waiting in the phone queue for authorisation the receptionist sees the queue building up at her desk, hangs up and gives you a token without having to pay.

That was quick thinking but perhaps too quick. Everyone standing behind me was also waiting for car park tokens and saw that I got a free exit! I left her to deal with the grumpy customers behing me.

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