Dan's Outside

I go, I see, I do, I walk, I think, I like…

Yosemite's Delaware North Companies Customer Service: Mea Culpa

I hate it when I blow it. Double-hate it when I do it so publicly. But better to own up and apologize.

I earlier posted a message about what I thought was a customer service issue with my Yosemite lodging reservation. But it was my own error and my fault. It took me a while, but I finally figured out that I gave DNC the wrong confirmation number – from a previous visit – when I called.

My earlier post was simply dead wrong. I am contacting DNC now to apologize for my error.

I must now report clearly and unequivocally that I have had no negative experiences with DNC, their personnel, or their facilities on my many visits to Yosemite. In fact, on this occasion, when I played the part of “confused but insistent and annoying customer” to the hilt, they remained respectful and helpful and even followed up with me directly by telephone.

I want to extend my apology to the reservation person, and I have so informed the DNC customer service person who called me later this afternoon. I thank her for her call to talk to me about the situation and for her calm, friendly, and helpful demeanor. I am in the process of deleting my posts on this topic along with replies based on my original mistaken post, and I have corrected or commented on those I cannot delete. The original text of this post has been replaced by what you see here, and any remaining links to it on the net should go to the text you are now reading.

From the “Lessons Learned” department…

It is probably good to occasionally be completely and publicly wrong when you think you are completely right. Embarrassing and no fun… but perhaps good for the soul once in a while. A bit of humility is a good thing, and today I managed to re-teach myself that I sometimes need a bit more of it.

And that it is a good idea to think twice, three times, or even more before posting certain things on the net…

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January 22, 2010 - Posted by | Commentary | , , , , , , , , , , , , , , , , , , , , , , ,

5 Comments

  1. wow Dan, that really sucks. I'm lucky I guess that I've never had to deal with them. Remarkably poor service . . . I hope the federal Yosemite individuals who approved the contract to DNC hear about this . .

    Comment by Jeff Engelhardt | January 22, 2010

  2. It was a quite astonishing exchange that I had with the DNC reservations desk in the Valley. In that business (hotels, etc.) that approach to customer service is almost universally regarded as unacceptable and beneath contempt. There wasn't even an “I'm sorry” from the person on the line – just “that's what happens when you reserve through the web” and so on.I have no idea if it will do any good, but I will share this pathetic experience with whoever tracks this stuff at the NPS or Yosemite if I can figure out who they are.

    Comment by G Dan Mitchell | January 23, 2010

  3. Glad the issue was resolve, in any case. Still coming up?

    Comment by Edie_Howe | January 23, 2010

  4. Dan,I am Director of Reservations for Delaware North Parks & Resorts. I have been away from my office since Wednesday, and was not aware of your situation. It was gratifying to learn from your post that Delaware North Companies' focus on the customer experience worked to resolve the issue for you. I appreciate that you plan to remove the negative comments. I do hope that you get to visit Yosemite again soon, and enjoy it as much as you have on your past visits.Sincerely, Sandra Levesque

    Comment by Sandra Levesque | January 24, 2010

  5. Sandra, I appreciate your comment and your concern, and again want to both apologize for my error and my earlier post. The post has been replaced – as you probably saw – by my explanation and apology and clear note that I have NO negative experiences to report with DNC. Any links that go to my original post now go to that message. I appreciate the helpful and concerned contact from you and from “A,” who contacted me by telephone in the evening to follow up on my mistake.Dan

    Comment by G Dan Mitchell | January 24, 2010


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