In September 2008 we began daily phone calls to record client feedback on each tour. The program continues successfully today. The response about our tours is overwhelmingly positive. In fact, since September we have not had a negative comment from a client feedback call on Pearl Harbor tours.
By calling guests, we can better confirm or dismiss the legitimacy of a complaint received about a specific tour or guide. This system has been very helpful in quickly solving problems and identifying causes of complaints. We then can determine if the complaint was preventable, beyond our control, fraudulent, or made worse than it was. This information will be emailed to your managers monthly.
The other quality assurance program that we have involves our customer service questionnaires. This program has been in effect for over 10 years. Unlike others, our questionnaires are not collected by our tour guide, but given directly to your concierge for 4 reasons:
We understand that this system is riskier because you will receive all comments, good or bad. Other quality assurance systems will prevent you from receiving the bad or not-so-good comments. Our guides follow the highest standards and specific procedures we’ve established most of the time and when that is not done, we’d rather know.
Furthermore, we want customer feedback for product development. Our sales staff collects the questionnaires from the managers who have already reviewed them. All of the forms are reviewed by our president and used for training, commendation, and counseling. Compliments and complaints are tracked by guide and by tour so we can recognize trends.
The complaints that we take the most seriously are complaints about our guides attitudes or professionalism. Other issues, such as mechanical or timing can be fixed easily, but a poor attitude is not accepted at WWD In 2015, we terminated one guide because we received a complaint about his attitude. That is the only time we got complaints about professionalism.
The most common cause of complaints on tours is an unmet expectation. On our Pearl Harbor Tour the unmet expectations may be caused by not being able to board the Memorial due to unsafe weather and USA Navy closure of the Navy Boat. Our sales staff works diligently with concierges and managers to establish clear and reasonable expectations.
If we have a guest that was dissatisfied with our service, this is how we respond: