Chaos In the Control Room – But As Always A Very Happy Ending
It has been a hectic 4 weeks here in London. I had to terminate working with 3 operators all in one week. This meant I had to work very hard myself, so I worked as an operator and handled many calls of customers. It is still great fun to make bookings, coordinate and making sure that all runs smooth.
Nevertheless, while coaching new opeartors a few things went very wrong, causing a bit of disspointed customers and a smile on my face. What happened?
Well, when we make the booking for the massage, the details are registered in a special program. Then we copy the details and paste that in an SMS to the masseuse. To instruct her where to go.
Somehow I overlooked customer details being copied properly, so we sent the wrong masseuse (a very good one though) to a customer in hotel A. The other masseuse received the same instructions, so she went also to customer A. However, she arrived 15 minutes later, so customer A was already being kneaded. Massage in progress!
Our masseuse who arrived late kept knocking the door of customer A. and then his masseuse peeped through the door hole and saw her collegue. So we received a text from her saying there is another 7th Heaven masseuse at the door.
Immediately I realized I made a huge mistake. Customer B. was waiting for his masseuse who obviously had not yet shown up. So I called customer B. explained the situation, but of course it would be pretty late for the masseuse to arrive at his place and he cancelled, which is fully understandable.
As this has been my repsonibility and there is no excuse for it, I decided to send a SMS to customer B, with apologies for this unusual and non-professioanl situation and I offered him 50% discount on his next massage. That was the best I could do.
To my pleasure the next day, customer B. called and booked himself a massage, with 50% discount. We did send him Cindy, one of our very best masseuses in London and I am sure our customer was happy with this solution.
I call this a very happy ending!
