Ranting - the right way - can get you what you want

When you travel, things go wrong about as often as they go right. While the circumstance may be beyond your control, your reaction to flubs can change the outcome. Satisfaction is a direct result of confidence and persistence.

Go right to the top

Late for a business luncheon and unpacking my wrinkled suit, I discovered the lack of iron in my room at a high-end hotel in Toronto. What little patience I had left dissipated when the front desk explained it would be a while before she could "get someone up there."

Instead of venting to the front desk, I called the company's toll-free service number. Might sound over the top but I got results - fast. Not only did I get my iron almost instantaneously, my parking charges disappeared in compensation for my frustration.

Ask for more

On a recent business trip to the Westin La Cantera Resort, my co-worker left his jacket at the bar and was told to pick it up at the front desk the next morning. Trouble was, the bartender shoved it in a corner and forgot about it. The next morning we were stranded - car keys in the pocket - and the searching sucked in everyone from security guards to cleaning staff.

We could have ranted and raved but instead I calmly explained our dissatisfaction required more than a simple apology. We were offered free breakfast - not a huge thrill when you're at conference and it's free anyway. After a see-saw of offers, we accepted a complimentary dinner at the hotel's 4-star restaurant.

Act like an insurance agent

A picture is worth a thousand words when you're dissatisfied or frustrated. When it comes down to a "he said, she said" debate a picture has the power to change minds. If you've ever been to Yelp or Trip Advisor you understand the clout an online review yields.

If the company tells you they don't consult online review sites, they're either bluffing you or stupid because their potential customers do.

I believe the best measure of any business is how they handle mess-ups. I'm happy to give the benefit of the doubt at the outset but I don't leave my satisfaction to chance.