Exceptional customer service – take a bow Premier Inn, Bagshot

Having complained on here more than a few times about the way in which some organisations fail at customer service, it’s really good for a change to be able to write something praising an organisation that got it right. Take a bow Premier Inn, Bagshot.

I checked in there early yesterday evening and was told about a partial power failure they were experiencing, due to a problem earlier on in the day when a contractor had tried to replace a sign outside the hotel. SSE was already on site – in numbers – trying to fix the fault so the receptionist apologised, explaining that the restaurant would be closed that evening. I went into Camberley to eat instead and came back at around 9pm to find the hotel in darkness, lit only by emergency battery lighting!

It was impressive that a senior manager for Premier Inn was on site throughout. He and his staff did their very best to keep us informed of progress – and regularly. It was also impressive that one member of staff went home and brought back a couple of candles to help light up the bar area as a number of us sat there and watched SSE’s progress. Fortunately, power was restored sometime after 10.30pm.

Work continues to restore power to the Premier Inn, Bagshot
SSE working to restore power to the Premier Inn, Bagshot on 15th September 2015.

Sadly, that wasn’t the end of the problems, as around half past midnight the fire alarm went off. The member of staff on duty apologised to us all as we assembled in the car park, noting that we’d all had a rather difficult evening already (as had the staff, of course). I eventually got back to my room just before 1am.

Premier Inn offer a good night guarantee, offering a full no-quibble refund if they fail to give you a great experience. So when I checked out this morning, I smiled at their receptionist and suggested that she knew what I was going to say next. She smiled back and told me that they’d already refunded the room charge to my credit card and hoped that I’d stay with them again. With customer service as good as that, it’s certain that I will do.

In my experience, it’s only when organisations suffer problems that you see how well or badly they treat their customers. Premier Inn got it right last night – and their Bagshot staff deserve huge praise (and hopefully, cash bonuses) for the manner in which they responded to a crisis.

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