Posts Tagged ‘travel agents’

Service of Disregarding the Obvious: Laziness, Stupidity or What about Disengaged Travel and Real Estate Agents?

Monday, November 20th, 2017

Photo: business insider

News of two incidents fell into my lap at once involving agents, one travel, and the other real estate. Both could have caused costly inconveniences.

  • The first customer immediately discovered the omission made by the travel agent yet the agent fought tooth and nail not to fix it.
  • Luckily, in the second instance, the customer found the alarming basic oversights of the real estate agent before damage was done.

 Up, Up and Away–Almost

Photo: 123rf.com

A well travelled friend, Mary Joyce Smith–not her real name–has used the same travel agent for decades but the semi-retired expert was out of town when she needed to book a flight to Japan via LA. So instead Smith used a nationally known agency and was dismayed by the lackadaisical, inadequate service.

The tickets and itinerary came back with the name “Mary Smith.” Her middle name was missing. She asked for the addition of Joyce. She wanted her documents to match the name on her passport and official documents, especially important when travelling internationally in an age of hacking and stringent Homeland Security measures.

The agent told her, “I called Japan Airlines and they say it doesn’t matter.” [In the time this took, if she really called the airlines, she could have done what had to be done to add “Joyce.”]

More important: it mattered to Mary Joyce Smith, the kind of customer you want to have because she flies thousands of miles a year. She didn’t want the omission to delay her at airport security but really, she was the customer and the reason should not have mattered to the agent..

After numerous calls through “press one, press two” hell—she reached a supervisor who asked, “Why would they have left off Joyce? Of course it should be on the documents.” Nevertheless she received yet another email from the original agent who clearly has a hearing problem when it comes to customer requests. “The missing middle name doesn’t matter,” she repeated.

I was with Smith when she got this message and knew something was up as her lips tightened, her cheeks became slightly red and she rolled her eyes in irritation.

Open and Shut Case

Photo: thebalance.com

Another friend is selling his weekend house. On his return after a Sunday showing by a substitute real estate agent, he discovered one of the doors was left wide open to the elements, uninvited wild creatures great and small as well as humans. She also left lights on all over the house. What if he hadn’t returned until Friday?

The usual agent said she’d given strict instructions to the substitute—such as that the owners aren’t there during the week. But did she have to also tell the woman to close doors and turn out the lights? You wouldn’t need to go to real estate school to know this.

Why would someone in a service business fight a customer so hard when a fix is simple? How could an agency put a flake in charge of the security of a person’s home? As for both agents, is their approach due to laziness, stupidity or are they disengaged and in the wrong jobs? Can you share examples of fabulous agents?

Photo: thegrindstone.com

 

 

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