News for the Hospitality Executive
Keys to Success Hospitality Tip:
Is there anything better than an angry customer?
Or Staff Responsiveness Best
Practices on Engaging the “high-touch”
side of our business #4
by Dr. John Hogan CHE CHA MHS, August 9, 2010
It may sound a bit odd, but it has been proven repeatedly in almost every kind of business: the most loyal customers are ones that experienced a problem and then were overwhelmed with the corrective action that not only addressed their problem of the moment, but continued to impress them with the concern to make them satisfied to the point where they do not even think of competitive services.
Angry is defined as “feeling extremely annoyed, often about an insult or a wrong”. As travelers, we understand the frustration of traffic or of flights that are delayed for hours with feeble or no excuses. Our hotel guests can also have this sense of annoyance from the wrong kind of room assignment, from inadequate hot water or air conditioning, from a room not properly cleaned, a missed wake-up call, slow food service, meeting room services not delivered as promised and more.
Am I suggesting we should look for angry customers? An emphatic YES. I am not suggesting we should intentionally make mistakes to upset a customer, but the literally hundreds of moments of truth that exist in hotels and hospitality businesses daily often create problems that are upsetting to guests.
The first three segments of this series on the “high-touch” side of our business included feedback and suggestions from hoteliers and managers who participated in some of my workshops.
Successes shared included:
Feedback or ideas for future pieces are welcome -contact me [email protected]
John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of a consortium (www.HospitalityEducators.com ) of successful corporate and academic mentors delivering focused and affordable counsel in solving specific challenges facing the hospitality industry. Services are designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.
|Also See:||Keys to Success Hospitality Tip: Breakfast Best Practices on Engaging the high-touch side of our business #3 / John Hogan / August 2010|
|Keys to Success Hospitality Share Best Practices on Engaging the “high-touch” side of our business #2/ John Hogan / August 2010|
|Keys to Success Hospitality Tip: Focus on engaging the high-touch side of our business by instilling passion in our people #1 / John Hogan / July 2010|