Jim S Miller

Thoughts on the Client Experience and Banking

Customer Service Is More Than Sending A Survey – Mandalay Bay Failure

with one comment

Last week I attended a conference in Las Vegas and stayed at the Mandalay Bay. I had a good trip and my stay at the hotel went off without a hitch.  In fact I think the room was great value, so I left happy.  On my way to the airport, I dropped my room key in the express checkout back.  I had filled out the contact information and they were going to email me a receipt…sounds like a simple process. I expected my receipt to arrive on Monday and by the end of the day I received an email from Mandalay Bay.  Instead of a receipt it was a request for me to take a survey about my stay. Instead of meeting my needs (sending me a receipt) they were asking for my feedback and telling me I am a valued guest.  I took the survey, and gave them low marks on the check-out process.

By Wednesday, I still had not received my receipt so I went on-line and requested it.  By Friday, I still had not received the receipt, so I just requested it for the third time. It turns out that I am not the only one having a problem. My colleague also checked out last Friday, using the TV checkout option in the room.  He has also not received his receipt even though he has requested it two more times since his return from Vegas. I shouldn’t be totally surprised by this since I had a problem with the MGM Grand Hotel last year (see my blog posting: Do your processes drive a great customer experience?)  and the Mandalay Bay is owned by MGM.

I have four points to make: 

  1. Just because a customer, client or guest leaves doesn’t mean the experience has ended. Mandalay Bay is acting like my stay is over, but it is not really over until I get my receipt. 
  2. Companies need to fix broken processes.  Clearly there is something wrong with the check-out process at MGM/Mandalay Bay. They were slow getting a receipt to me last year and this year is even worse. My stay was a good experience, but all I will tell people now is how incompetent they are at the check-out process. 
  3. Companies need to nail their endings. In an interaction there is an opporuntiy to make up for a problem, unless is occurs at the end. Customers also remember the end of the interaction the most (the recency effect) so a poor ending may ruin what was otherwise a good experience.
  4. While I am obviously an advocate of customer surveys, they don’t replace good customer service. I suspect that the amount that MGM/Mandalay Bay spends on surveys could easily cover the cost of fixing their checkout process. While surveys can uncover problems, I am sure the checkout problem is well know to the company (I can’t be the only one complaining). It bothers me that they could send me a survey to me faster than they can get me a receipt. At the very least their should be a chance in the survey for customers to complain and have the company follow-up. At Prime Performance, we have an “Action Item” process, where if a customer mentions they are unhappy or have an unresolved issue, they get a call back from the company to try to resolve their issues. A survey without this kind of feedback loop can do more harm than help.

Remember, little issues become big problems for customers if they are not resolved quickly. A year from now I won’t remember that I had a good stay, I will just remember that they didn’t care enough to send me a receipt in a reasonable amount of time.  




Written by Jim S Miller

June 17, 2011 at 12:08 pm

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  1. […] Customer Service Is More Than Sending A Survey – Mandalay Bay Failure (jimsmiller.com) […]

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