I just wrote about How to Ask for What You Want at work last week. I happen to have a live example to share now which happened outside of work. It is great to practice asking for what you want outside of work to help you better do it at work as well. Here is what happened
Our Challenge at Hotel Registration
We just took a trip to Vegas to visit my husband’s godparents. They are 87 and 89 years old. We decided to stay at the Golden Nugget in downtown Fremont street vs staying with them just so we don’t trouble them too much. We haven’t been to Vegas in 4 years but have stayed at the Golden Nugget before.
We arrived at 1:30pm and found a long line of 15 people at hotel registration. Worse, each person was taking like 5-10 minutes to check in. We thought perhaps we should just leave our bags at bell desk and check in later. Bell desk said that’s fine but the line will be even longer at 3pm or later, probably at least double the amount of people as it is now.
What?!
So I asked do we have other options? He said, “I recommend doing it now and pay the $30 early registration fee. ”
Wait, what? So apparently if we wait now in the “shorter” line, we still probably need to wait about an hour or more and then since it will still be before 3pm check in, we will be charged $30 for early check in as well after the long wait.
What We did Next …
We didn’t see any other options. So we got in line and started waiting. I was not okay with this, so I checked our welcome email to see if there was another option. I then saw an “express check in service” option online for $60.
It’s not great to have to pay $60 just to check in. Is this a new hidden cost that all Vegas hotels are charging now? I have no idea. But at this point, I was ready to try anything as the line was moving very slowly.
I started filling out the form and then I read this form must be filled out 48 hours prior to day of arrival to be honored. Wow! Even when I choose to pay for something that I think should be free, I can no longer do it.
Both hubby and I were starting to accept our fate. Another hour or more in line. On top of that, we haven’t eaten lunch and was starving
Then I Had Another Idea…
With 10+ years of experience staying at business hotels, I thought perhaps I should just try asking someone for help that isn’t at the front desk. I know those who service higher end customers tend to have more power and flexibility. What do I have to lose? This whole registration wait and cost thing are kind of ridiculous.
I walked around the casino while hubby stood in line and saw a “Casino Credit” area that had no customers but a nice gentleman sitting there. I thought about my approach and decided to ask for his help and advice. I said the following.
“Excuse me. I was wondering if you could help me. My husband and I just arrived today to celebrate our 15 year wedding anniversary and we are trying to check in. We are in this long line right now and are really surprised how long this is taking. I would have paid for the express check in if I knew this was the case, but I didn’t know about the option and I am told I don’t have that option anymore. I really had a nice stay here before and want to have a good stay again. Can you help me? Is there any other option to check in sooner?”
Charles, was his name, he was very kind and said, “why don’t you step through this door and check if VIP check in can help you? I think she can.”
I said, “That would be great. I don’t know if we are VIP clients, but I am happy to try if you think it’s okay.” He said, “Go ahead. I think they will help you”
I then met, Vanessa, who was the sweetest person. I told her Charles told me I can ask her for her and shared with her our plight. There was also no other customers in the VIP lounge, such a different atmosphere than the “regular” registration line area. I “gently complained” about our situation but said how much we loved the Golden Nugget last time we were here and asked her if she can help us check in. I told her I was happy to pay the express fee if needed.
She not only checked us in, but also waived the express and early check in fee and checked to see we got the upgrade I already requested. On top of that, she gave us a VIP pass to skip lines at any of the restaurants in the hotel. Now that is top notch customer service!
I was elated. While hubby and I are not VIPs, I am an active Tripadvisor reviewer. I happily asked for her name and told her I will put in a good review including her name for this great turnaround experience of our checkin. I know this matters to them in the hotel business and I am genuinely happy to write it. I also brought my husband out of the line to thank her.
Why Did this Work?
Mainly because I thought to ask even when I have no idea if it’s possible. This happens to me a lot. My philosophy is why not! Even if I don’t get it, it’s no worse than where I started from. I think I also got better at knowing how to ask for help. More than 80% of the time, I am pleasantly surprised that people love to help when I approach them the right way.
- I praised their hotel which is genuine as I love their location and their pool.
- I am celebrating something special which usually motivates others to also want to help us. Our anniversary was a month ago, but really we never got to celebrate since we got covid, so truthfully this was a trip to help us celebrate in addition to visiting hubby’s godparents
- I voiced my complaint – which I delivered gently as I know it’s not their fault, but it’s not a good experience to surprise guests this way with lines and hidden costs that are usually should be free.
- I am thankful and will show that in my review – I write on yelp and Tripadvisor. I didn’t use this until I was helped by Vanessa, but it’s a nice way to thank people for going above and beyond.
Morale of the Story
Dare to ask for what you want at work and in life. Get creative and also think about what’s in it for the person who helps you. Position it that way so it makes it easy for them to say yes if it’s in their power. In this case,
- They are pleasing a loyal customer who is coming back
- They are addressing a legitimate complaint about their opaque registration practices
- They can feel good that they are contributing to a special moment in our lives – our anniversary celebration. Their help made our day!
- They are thanked. They didn’t know I would do this by writing them a good review. But I always try to make sure I help them in return anyway I can. I could tip them but I found writing a good review to their managers goes a longer way than money.
While asking for what you want at work may seem more challenging than this situation, asking for what you want in life in a situation like this are good practice for you as these situations have lower risks. Try it out for yourself and see if you can make it work sometime. You will develop your influence and negotiation skills and also build a stronger muscle for creative problem solving that works in your favor. 🙂
Your comments: Have you tried similar things before? Why or why not? Will you try this in the future? I look forward to hearing your stories and your comments
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Have fun with life and dare to ask for what you want! Best wishes
Lei