Tuesday, June 24, 2014

We Offer You This Opportunity To Work For Us For Free

Thank you for your stay at the Galt House Hotel
On behalf of the Galt House Hotel I would like to thank you for choosing to stay with us. It was our pleasure to have you as our honored Guest, and we look forward to your next visit.

Please take a few moments to go to the Internet link listed below. This will take you to a short survey about your stay. We realize your time is valuable but it is through feedback and input from our Guests that we are able to meet, and exceed, your expectations. The information we receive from you will be reviewed by the management staff of our resort to ensure that we are consistently offering the highest levels of service, in functional and relaxing surroundings.
Please click here  To take the survey. If you cannot click on the link, you may copy and paste the address below into your Internet browser:

Once after a long trip on Amtrak (is there any other kind?) I was handed a four-page survey to complete which asked me to rate my "experience" in about 230 different categories.  Seriously, Amtrak didn't figure it was enough that I purchased a ticket and was provided a service in exchange.  They felt entitled to another hour of my time when it was over to give them what amounted to an inspection.

Now, the form from this particular hotel isn't quite as obnoxious- it would have taken me much less time to just fill it out and click it back to them than it took to write this post- but the philosophy still bugs me.  Why do passenger train services, airlines, restaurants, hotels etc. feel so entitled to our time that they are forever throwing surveys like this at us?  If I had a specific problem, I would have complained about it without being prompted.  I don't need or welcome "invitations" to have the "opportunity" to scroll down a checklist of items to let the provider of a service I've already paid for know how well they did in providing it.

What I find especially irritating about these surveys is that they offer no incentive in return for our time.  How about a coupon for a free drink the next time we take that plane or stay at that hotel?  A few years back, I complained to The Galt House about their policy of charging guests to use the gym (yes, they actually do this- $10 a week.)  I got back a very polite email thanking me for my input but no explanation for the policy, which is still in place.  Know what would have been nicer?   A free week of gym use the next time I stayed.  Anything to illustrate that they ACTUALLY "realize that our time is valuable."

 Why should my time be provided for free to a company that charged ME for the service?  Does anyone who did not have a specific problem fill these things out?  If so, why?

(BTW, this really is a beautiful hotel, though I don't think Lauren sells it very well here. I'd recommend it to anyone staying in Louisville.  I just hate the whole survey thing.)

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