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The right way to handle customer complaints

Look at this fantastic response to a Marriott online satisfaction survey.  Just perfect. 

Most companies never respond to those surveys at all. 

Tip:  If you ask customers what’s wrong, you better be prepared to step up and fix it.


From: Schmitz, Martina 

Sent: Mon 5/26/2008 10:44 AM 

Subject: New York Midtown East Courtyard

Thank you for taking the time from your busy schedules to complete Mr. Marriott’s Guest Satisfaction survey! We appreciate feedback both negative and positive and will make certain through our continuous improvement processes that these types of issues will not recur with future Guests! 

I would like to thank you first of all for your kind scores, but hope you will accept my heartfelt apology for your experience in our business center! I can only imagine how frustrating it must have been for you to not be able to print due to the lack of ink, but to also find it a mess! Based on your feedback I have since re-trained our public space attendant and implemented more frequent rounds to the business center to ensure its cleanliness and to ensure everything is in working order. Once again, I apologize for your experience here and I ensure it has been addressed! 

When your travels bring you back to New York City, please contact me directly and I will gladly process your reservation and I would be delighted to block you in an upgraded room! Thank you once again for your feedback and have a great day! 



Martina Schmitz / Director of Services 

New York Midtown East Courtyard 

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