Last week, I linked to a post on Peter Shankman's PR Differently blog in which he complained about a bad experience at a Sheraton hotel in Miami. I pointed out, as I have before, that this is never a good way to treat customers - especially your regular customers.
Apparently, Sheraton's parent, Starwood, feels the same way. Apparently, they have found a way to apologize and make up for the bad treatment - enough so that he is satisfied.
Good for Starwood. Bad things happen from time to time, and people will make mistakes. The secret of good customer relations is to do what you can to correct those mistakes and make it clear to the customer that you value his/her business. That's particularly true now that one bad customer experience can be circulated around the Internet quickly enough and widely enough to wind up affecting your bottom line. I'm glad to see Starwood taking that route. Other companies would be wise to do the same thing.
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