Positive news means we look for people who are making a difference. One of the easiest places to lose the “positive” is in the area of customer service. In this age of YELP and TripAdvisor it is easy to make or break someone’s reputation.
I have to say, I have never been a fan of it and I never will. The negative reviews, that is. Unlike many, I am a loyalist and will do all I can to stay somewhere. (My wife will tell you how hard it was to leave a business a few years ago, because the manager just would not listen. I left them, spending thousands of dollars over the next few years and referring tens of thousands of dollars in business to the new place.)
They say if you get good service, you will tell 3 people, but if you receive bad service will tell 10. Having been in sales and marketing much of my life, I understand that. I want to encourage people to do better and to get better. Over the years I have written a lot of articles about good service, commending those who have supplied it. When I receive “less than the best”, I do everything to keep it private and make my way forward. Rare is the time I “walk” away. I am not demanding, though I would say, I am “fair but firm”.
Last year my wife and I had a great vacation in a new place. Lake George Escape. It was such a great experience that my wife and I booked another vacation months later. We were excited to come back this year.
COVID has made this year tougher than normal. I was ready for time away.
When we arrived we were assigned a cabin. We got in and it wasn’t the same as last year, but hey, this is camping. We had a couple of glitches. I chalked some of it up to “post-Labor Day” (We arrived on Tuesday.) and some wear and tear.
The next day, I went down to the reservations desk. I was not looking for anything. I told them what was going on and they told me maintenance would be there shortly. (They have nearly 600 sites.)
A little while later, the maintenance man showed up. His name was Bret. While showing him the needs, we had a great conversation. He was a super guy. He offered his advice and what he could do. He went back down to the office. 15 minutes later, two young women knocked at the door. “We are going to move you to another cabin. Give us a little bit of time to get it ready for you.”
After they left, I looked at my wife. It was not what I had requested but I was grateful. And when I saw the new place, I was super grateful. It was amazing.
I am thankful for Kelly who helped me change my original reservation. For Bret, who treated us well, and for Allie who had taken my original visit to the reservation desk and was one of the women who came to tell us of the move. I am sure there were more whom I did not meet.
These people are in the family business. Their response showed me their dedication to their guests.
Mistakes happen and when they do, how they are handled is what I look for. Can I tell you these folks went above and beyond to make my stay and the stay of my family comfortable and memorable?
I will continue to let my friends and family know how I was treated. My wife and I posted pictures of the cabin we ended up with. Friend and family from our businesses, workplaces and church fellowships saw them.
If you are looking for a place that is great for family. For getting away from it all, I highly recommend Lake George Escape. Whether you tent, RV or take a cabin, this is the place.
Let them know you heard about them from us.
