From promoters to detractors in 24 hours: a lesson in Customer Experience gone wrong

For five consecutive years, we eagerly anticipated our annual vacation to Camping Bakkum. Our love affair with this place began in 2020 during the height of the pandemic, when we first stayed in bungalow number 11. We quickly became enthusiastic promoters, sharing our excitement with friends and family, and always looking forward to another stay at Bakkum. The bungalow's location, nestled in nature with views of the dunes, was everything we city dwellers could ask for.

Arrival misfortune: a booking disaster unfolds

However, this year's visit would shatter our high expectations. Upon arrival, we found another group of guests aggressively unpacking their luggage at our bungalow-number 11. When I called the reception, a young lady informed me that our booking had been changed in September 2023, and we had been reassigned to bungalow number 25 without our consent or knowledge.

Unclear communication and staff delays lead to frustration

It took 45 minutes before the staff we were familiar with arrived. They explained that the other guests, who did not have a specific booking preference, had called the reception as well and were refusing to move. The staff apologized, saying they regretted the situation but would leave the other guests in bungalow 11 due to their anger, admitting that the entire situation could have been avoided.

A compromise that failed to impress

Several mistakes were evident. Our booking was not marked as a "preferred booking" even though we had always stayed in bungalow 11. An intern had changed our booking in September without checking our history as regular guests. And finally, the team had failed to review their bookings at the start of the season to ensure loyal guests received the locations they preferred.

They asked if we would consider staying in bungalow 25. We reluctantly agreed to take a look, but as soon as we saw it, we knew it wasn't right for us. It was located next to a small children's playground, with a water pump just 10 meters from our deck. The neighboring bungalow's deck was just five meters away, and the view was filled with five other bungalows and the driveway to another campsite. This was far from the serene escape we were accustomed to.

Customer service failure: an unforgettable experience for all the wrong reasons

Despite our disappointment, we decided to give it a try, but the experience only worsened. There was nothing in the bungalow to make us feel special as returning guests-no personal touch, no welcoming gesture. It felt like the staff had completely ignored their mission statement: "To provide our guests with an unforgettable vacation in the North Holland dunes, offering exceptional hospitality." Well, it was certainly unforgettable, but for all the wrong reasons.

Further complications: broken promises and mounting frustrations

The next morning, I went for my usual walk, but the joy of being at Bakkum was gone. The staff had promised to try to relocate other guests so we could return to bungalow 11 later in the week, but by 11 a.m., we had heard nothing. My husband bumped into the two staff members, who told him they had no solution yet but would keep us updated. He urged them to speak with me immediately, as I was ready to leave.

They finally appeared and offered us bungalow 11 for the last week of our holiday, from Monday to Monday. However, since it was currently Tuesday, this meant we had to find alternate accommodation for the intervening days. This was far from our idea of a relaxing holiday.

Added costs and a lack of compensation lead to a canceled booking

We found another place, packed our things, and prepared to leave. Just as we were about to go, one of the staff members approached with another offer: we could return to bungalow 11 from Friday. However, he made it clear that his problem was now our problem, and he needed us to confirm immediately to avoid upsetting other guests. We felt pressured and frustrated.

Having incurred an extra cost of 200 euros due to the new booking, I called the staff and requested compensation for the additional expenses. Their response was a flat refusal, citing the effort they had already put into resolving the situation. I remained calm but felt anger rising. They had messed up our booking, ruined our holiday expectations, and now wanted us to bear the extra costs. My husband, frustrated beyond words, demanded, "Either you pay the 200 euros, or we cancel the whole booking." The staff continued to refuse, so we canceled our booking entirely and vowed never to return.

Lessons learned: how poor CX can turn promoters into detractors

There were many more frustrating elements to this experience, but the overarching theme was clear: what could go wrong did go wrong, and the service recovery was the worst we had ever encountered. Within 24 hours, we went from loyal promoters to dissatisfied detractors. Our feeling was that they simply didn't care about us. Camping Bakkum seemed complacent, knowing they could easily get other customers. They had become sloppy with customer service and loyalty, and their ambition for exceptional hospitality had vanished.

Key takeaways for businesses: the importance of Customer Experience

This experience at Camping Bakkum offers you three key takeaways:

1. Prioritize and recognize loyal customers
   Regular, loyal customers should be treated with special care. Failing to acknowledge loyalty can lead to a sharp decline in satisfaction and advocacy. Despite our loyalty for five years, the campsite did not handle our booking with care or make us feel valued.
2. Effective communication and transparency are crucial
   Clear, timely communication and transparency are essential in maintaining trust. The campsite failed to keep us informed, leading to confusion, frustration, and ultimately, the cancellation of our booking. Keeping customers updated could have reduced much of the stress.
3. Service recovery must be swift and thoughtful
   When mistakes occur, recovery must be swift and considerate of the customer's needs. The campsite's service recovery was poorly handled, with slow responses, reluctance to compensate for extra costs, and a lack of empathy, ultimately resulting in the loss of a loyal customer.

Camping Bakkum's failure to adhere to these principles led to a ruined holiday for us and lost them a previously loyal customer. It serves as a reminder that exceptional hospitality is not just a mission statement but a practice that must be consistently upheld.

 

This blog is part of the 4-part series Summer CX Experiences: The Good, the Bad, the Better and the Brilliant. 

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.