Everyday those in the service industry have really...

Everyday those in the service industry have really simple decisions to make to either WOW or disappoint their customers. When presented with a real simple one, these guys failed! Who's fault? Nobody's really. Just a lack of communication about the process of using up available options for a site seeing package sold by Big Bus. "You have up to X days to take the duck boat tour." That's clear. It was the "24 hour" clause that got lost in translation. 24 hours to book? Book 24 hours in advance? Book "Day 1" if you have a one day pass, however it can be scheduled anytime within the next X days."

I am still not sure what the answer is. If 24 hours to book, we couldn't have missed it by more than 30 minutes. The bottom line is we saw tours leaving with empty seats so they could have easily made this right without any opportunity cost.

The girls at the counter did call their manager, but they seemed more pleased that they were able to tell us, 'we told ya so,' rather than being the hero's who solved our simple problem.

My last word's were that I was going to share this negative experience utilizing the full power of social media, and would they rather just let us schedule a ride. Didn't care...

I know... Tourist trap. They don't care because I'm here today and gone tomorrow... They have lost their opportunity to fix this for us because we are leaving tomorrow, but I hope they will revisit their business practices.

Customer service requires agility and front line empowerment.