When I called at 8AM and wanted to make a reservation for a meeting room that day, the hotel reception lady, Romy, unfortunately, had to tell me “the sales department isn’t open yet”. They would open at 9.
I spoke to someone from the hotel, but she couldn’t help me with my request. 8AM, to me, wasn’t that weird a time to call and check for a last-minute reservation for the day. And of course the sales department would start 9AM, fine by me. But why couldn’t Romy help me?
Romy is in a system. It’s not her fault. The ultimate owner of the system, the hotel director, is responsible.
We could make things better by creating systems flexible enough to help customers, instead of being compliant to the system.