It was not a call I would have ever expected to get. I guess I can thank Google Alerts--I doubt that Arnold Angeloni,CEO of Americinn ,is a regular reader of FunnyBusiness --not that there would be anything wrong with that.
Whatever the reason, it seems that Angeloni read my blog post where I shared some frustrations with the wireless setup at the Americinn in Ashland, Wisconsin.
Now Angeloni, didn't actually call me but he called the manager in Ashland and made sure that Todd, the manager did. Todd assured me that the next time I'm at the Americinn, I won't have any problems connecting to secure sites using their wireless system.
It was a small gesture. It took Todd maybe 3 minutes at most to leave me the voicemail and then chat with me when I returned his call. But I have written about my adventures in hotels and motels for the past year and the Americinn is the first place that responded.
I like that. It made me feel very good that the CEO was paying attention.
What it said to me is that the company is committed to customer service and they want to be known as a company that listens to their guests. I believe that.I saw that in action when I stayed there.Everyone was lovely and very helpful.
At the same time, it's a sobering reminder to myself about the power of the media because had I not blogged about it,but rather simply said something to Todd or even written to the company's headquarters,I doubt that the CEO would have gotten involved.
My wireless connection problems is exactly the kind of thing subordinates don't bother a CEO about.
When I was just starting out as a reporter, I covered a story about a young boy who had been kidnapped in Georgia and was found wandering around the Sears store in Richmond, Va. He had a note attached to his shirt, call my mom in Georgia.
Unbeknownst to the folks in Richmond, all hell was breaking out in Georgia. Jimmy Carter was the governor and he had called on the National Guard to search for the young boy.
When the Richmond authorities finally contacted Georgia -- more than 24 hours later--Carter had the mom flown up on the state jet.
I was in the airport to cover the joyful reunion. As I was standing there chatting with one of the camera guys from Georgia, he said, "find out why Richmond waited more than 24 hours to contact Georgia to see if there was a missing boy."
Seems that instead of following the instructions on the young boy's shirt, the authorities followed their procedure and handed him over to social service.
The next day, knowing that I was going to have some fun, I called the detective on the case and said I wanted to do a followup.I started the story very gently, and then doing my best Mike Wallace impersonation, I went in for the kill, demanding why they waited to call anyone in Georgia.
I was relentless. The police office was completely blindsided. I left feeling I had done some of my best journalism ever. A couple of days later I learned he had been "transferred"..
Instead of feeling victory, I was horrified. I didn't mean for anyone to get fired. I just wanted them to not make the same mistake twice.
And so, as tickled as I am that the CEO of Americinn listened to what I wrote, it is a reminder that people actually read this stuff and that I have a responsibility to share stories honestly, accurately, and without any hint of personal revenge because someone's job could be on the line.
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