Earlier in the week I posted about my encounter with an Internet Troll via email and how I handled him. This post needs a little follow-up.
To be clear, while I somewhat enjoyed engaging in a semantic argument with the superior asshole and not indulging him, I probably should have indulged him. It just wasn’t great customer service, and it has come back to bite me in the ass. The Troll forwarded our email conversation to a property owner and I have since been chastised by my boss, and the owner is making efforts to try to recover his business.
While it felt great at the time to respond to him the way I did, it was a mistake. Not just because I poked the bear and got in trouble for it, but because as a manager in this business I have to represent the interests and reputation of the property owners and not my own all the time. If I was the owner of this property my response still would have been horrible customer service, but at least then it would have been my place to make that decision. To be honest, I might have responded the same way if this was my hotel. But it’s not, and I knew as soon as I hit the send button on that email that it was probably a huge mistake, and I should have known that it wouldn’t end there. Of course it didn’t.
In customer service it just doesn’t pay to respond to superior assholes in kind. No matter how good it might feel in the moment.
People always say, don’t respond to emails or texts angry. I think I’ll listen to those people next time.
You win this round Internet Trolls.