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 Destination "Damage Control" Starts
with that Single Visitor Complaint
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By John R. Hendrie, CEO, Hospitality Performance, Inc., October 2005

Hospitality Destinations are beset with situations beyond their control and many within.  Whether it be man-made or natural, the effect of an unfortunate event does impact your Destination’s livelihood and reputation.  How you respond to these situations will dictate your credibility in the eyes of the Consumer, provide confidence and reliability for their visit to your Destination, and enhance your distinction – or not.

In the last several years we have experienced a number of such events: product related, disasters, crime and disease.  The hurricanes of last year and this, Legionnaires Disease, a sad murder in the Caribbean, and the finger in the chili, are just a few examples.  The response to these has been varied, which unsettled the public, who wants timely and accurate information, a verifiable plan of action, and, especially, someone in charge.  The media reports this, broadcasting every “bubbling” angle to keep their loyal readers and watchers intact.  Destinations scramble to recover, and most do, in time.  Call it what you may, Damage Control, Emergency Preparedness, Chain of Command – every Destination area and business establishment should, by now, have a Program in place to address these eventful situations. 

But, what exists to address that simple complaint about a Visitor experience to your Destination?  Where is it directed, who is to respond, who follows-up, who polices the offenders, and who presents these concerns to the greater Destination Hospitality Business community and directs change.  One complaint is powerful.  Nothing travels faster than “Bad News”, the “rumor mill” percolates, and the impact goes beyond the alleged offender and “colors” the entire Destination area.  And, a complaint mishandled merely doubles the trouble to come.  It is all about the Visitor Experience – what we frame and how we deliver.  If we were oysters, this grain of Truth might translate into a pearl.  But, most of the time it irritates and festers and becomes our Achilles’ Heel, for even with the swiftest, most conscientious and bounteous response, the damage is done, for the complaint action was initiated to begin with, and no amount of remedy will assuage an irritated consumer.  We lose, because we did not deliver.  Right or wrong, that is the fact.

Our job in Hospitality and the Destination Market is to minimize complaints through good management and complaint handling.  If, indeed, we operated in an optimized environment, complaints would not arise.

Most establishments handle the immediate complaint sufficiently, perhaps not always to the Customer’s advantage, but the issue is addressed in a face to face manner and usually the situation is diffused and settled. The more nettlesome complaint is the one levied after the fact, when the Visitor has departed.  Most of the time they address the specific establishment or business.  But, frequently, they will write to a department or organization in the Destination area, such as the Chamber, The Board of Health, the Mayor’s Office, the CVB, Visitor’s Bureau – whomever they think has a say over whatever situation “ruined” their visit.  This is where our reputation as Hospitality Professionals begins to unravel.  Now, several people and levels are involved.  The letter or call gets forwarded to the alleged perpetrator for action.  But, where is the follow-up to insure that the complaint has been addressed? Who follows compliance, as most organizations have some type of membership language regarding Customer complaints?  Who polices the miscreants and throws them out of the organization, if too many complaints are directed to them?  Who brings to the attention of the broader community that problems may exist, such as across the board service concerns, price gauging, lack of quality standards, focusing upon cleanliness and housekeeping, etc.  In many cases, no one, so everyone is under the impression that all is well, not recognizing that the Destination business or area is being trashed, certainly verbally, and now more than ever on bulletin boards on the Internet. Cocoons are nice – safe and settled. Many Organizations are aware of the problem, yet claim that resources and time do not allow them to better manage the process. Plus, there is a tendency to “sluff” this responsibility off – “not my job” is the refrain.   This is real and also nonsense, for everyone’s success rests upon a reputation.  You may be promoting like gangbusters on one hand, yet your back door is exposed, and complaints slowly eat away your essence!

Proactively, many Destination areas and certainly many lodgings do try to capture information and data about the Visitor experience, share this with the Destination area leadership, resulting in strategies to improve the product and service and further differentiate the area in a positive fashion.  But, follow the trail and earlier example of a complaint letter sent to the amorphous “city official”, and you would be surprised.

Many of us are quite myopic and insular when it comes to evaluating our own particular operation in our broader Destination Market spectrum.  We tend to forget, especially the larger Hotel properties,  that although our particular performance might be superb, our Guests do leave the hotel to dine, frolic and shop elsewhere.  A bad experience at Giuseppe’s Bistro and Laundromat, an over-priced taxi ride, rude behavior by a parking attendant, a sloppy bathroom at the arena all color the experience. The Visitor will remember Giuseppe’s, will not remember the fine hotel stay, and will, quite loudly, proclaim that no one should ever visit city X.  We are not our Brother’s Keeper, but we can make sure that he is cleaned up and lookin’ good, or censure him.  We create that “Hospitality Performance Bar”, the standards of our businesses and the picture of our Destination area.  The “old bad apple” can spoil it for everyone. The Sum of the Experience is based upon the performance of the components!

Complaints and how we manage them are a good indicator of our commitment to sustainable Hospitality.  We all have the responsibility to run the best business we can, understanding that we exist in a broader Hospitality community where lack of performance by others severely impacts our success and reputation as a Destination of Distinction.  Complaints, what they attest, the trends they indicate, and the actions we take to manage them really become our report card.  How are you doing?

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Contact:
John R. Hendrie, CEO
Hospitality Performance, Inc.
www.hospitalityperformance.com
978-346-4387
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Also See: Grappling with Progress, A Destination Denies Chains / John R Hendrie / October  2005
Promoting the Dining Experience by Matching Expectations / John R Hendrie / September 2005
The Gratuity Revolution / John R Hendrie / August 2005
Plotting His Travels; Some Bumps Encountered - Chaper III / John R. Hendrie / August 2005
Jacques Sets Up Shop or Jacques Joie Hospitality Advisory Establishes Rating Scheme / John R. Hendrie / August 2005
Thats So Jacques' / John R. Hendrie / August 2005
The Symbol of Hospitality, the Pineapple, Has Morphed to That of a Kumquat; Hotel Operators Focus on the Guest Becoming Secondary / John R. Hendrie / August 2005
Ready for Pluckin'; Hospitality Represents that Fat Roaster, Just Sitting there, Plump and Contented / John R. Hendrie / July 2005
Literally Every Destination Marketing Organization Is Under Duress; The Challenge to CVB's / John R. Hendrie / July 2005
A Smile is Really a Simple Thing – an Expression of Welcome, No Cost Involved / John R. Hendrie / July 2005
Lead the Trend to Becoming Guest-Centric; Demonstrating Behavior Not Normally Experienced by the Guest / John R. Hendrie / June 2005
Hospitality QED, That's Latin to Me! / John Hendrie / June 2005
Unless You Operate a Business in a Very Remote Location, You Belong to the Amorphous “Brand-Scape” /  John R. Hendrie / June 2005 
Maximize the Performance of Your Greatest Asset - Your Employees / John R. Hendrie / May 2005
Preparing for the Assault by Organized Labor on Hospitality / John R. Hendrie / May 2005
Customer Service - Panacea or Placebo / John R. Hendrie / May 2005
How to Even the Playing Field, As Independents Suspiciously Eye the Chain Hotels / John R. Hendrie / April 2005
Oh, What a Web We Weave! Pitfalls with Descriptive Language / John R. Hendrie / April 2005
Woe is We! We in Hospitality Have Lost Touch and Share the Responsibility for Consumer Cynicism, Angst and Ennui / March 2005
Moving the Guest Comment Card from Paper to Paperless / John Hendrie / March 2005
Myrtle Beach Area Hospitality Association Launches 'Total Quality Destination' and Presents 'Gold Star of Excellence Awards' / March 2005
The Evolution of Guest Room Amenities / John Hendrie / February 2005
Advertising Integrity; Framing the Visitor's Expectation Through Print, Signage & Internet / John Hendrie / February 2005
Hospitality Trade Associations:  What Have You Done for Me Lately? / February 2005
I Would Like to See your Hospitality Standards. Where Are They? Anybody Seen Them? / John Hendrie / January 2005
Remarkable Hospitality - the Road Map to Excellence; Exceeding the Expectations of our Guests / John Hendrie / January 2005
Are Your Guests Expecting Mediocrity with Your Hospitality Services? Move Your Level of Excellence to the Remarkable / John Hendrie / December 2004
Guest Services - A Tradition Diminished / John Hendrie / December 2004
Rescue from Mediocrity; The Decline of Service Etiquette - A Sequel / John Hendrie / November 2004
Offering Crushed Pepper Before Tasting the Entrée; The Decline of Restaurant Service Etiquette / John Hendrie / October 2004
Destination Marketing – How to rebuild your Reputation and the upcoming Season after the Hurricanes / John Hendrie / September 2004
Six Factors Which Dictate Success in Performing Destination Marketing / John Hendrie / September 2004
Influencing the Consumer to Book Business through Your Commitment to Quality / Aug 2004
Major Hotel Operators Have Rediscovered Hospitality Fundamentals by Revisiting the Guest Room / John R. Hendrie / July 2004
Destination Marketing 101: Take Care of Mom / John R. Hendrie / June 2004
Service Unions Combine, Presenting Huge Challenge to Hospitality Industry / John R. Hendrie / March 2004
What Value Quality? Most Hospitality Operators Use the Term “Quality” In their Advertising. What Exactly Does that Mean? / John R. Hendrie / April 2004


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