by Harry Nobles, February 1999
If 99% of your guests are satisfied, that is good enough.
Right? Maybe not. While it is good, it may not be good enough.
Consider this: 99% ACCURACY =
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6,150,000 deaths in airplane crashes each year
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46,720,000 letters lost or delivered to the wrong address each year
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21,000 incorrect drug prescriptions each year
-
26,000 incorrect surgical procedures each year
99% guest satisfaction at a 200-room
hotel = 220 dissatisfied guests each year. (Based on 75% occupancy
and 2.5 nights average stay)
How much does a dissatisfied guest cost you? |
