Hotel Success Handbook

I’m still waiting.

I’m still waiting for something I ordered two months ago.

Now I accept that things go wrong. Sometimes an order gets misplaced. Sometimes you run out of stock. Sometimes there are delivery or staff issues in getting the product to the customer. But two months without so much as an apology? I don’t think so.

This is a company I’ve used without issue for over two years, and up till now always good service and at a reasonable price. So you could say I was a loyal customer.

Notice the use of the past tense here. I was a loyal customer, but alas no more.

Having chased the article in question over a month ago I was told it was out of stock but I’d have it by the end of June. No explanation, no apology, and no offer of a refund instead.  Said item didn’t arrive in June and still has not. I have since had an apology of sorts from their customer service department, but did it come uninitiated? No, only after I’d chased again.

So what can we learn from this for hospitality businesses?

Well things do go wrong. The better your team and your systems the less likely, but even with the best will in the world sometimes there are things that get missed or things that are totally out of your control.

Guest mostly understand this….. providing you keep them informed.

• Let them know when there will be a delay, so they can make a decision on whether to wait or change or cancel their order.
• Let them know when what you’ve promised can’t be delivered so they can plan accordingly
• Offer an alternative or give the guest a number of options
• Offer something by way of a reasonable compensation to show you appreciate their patience or inconvenience
• And most of all, admit to any mistakes on your part. Don’t be too proud to apologise.

Your hotel or restaurant guest will appreciate your honesty and this all helps to keep the trust and relationship sweet, so unlike me your guests remain loyal.