There are a thousand ways to lose a customer (aka how to fudge the facts).
- First up: the employee who’s job description doesn’t match the actual job. “You expect me to do what?” For him or her, this is a great opportunity to pull out the work contract, complain, and progress to the next job.
- For Management this is also a wonderful opportunity to see some fresh faces (possibly at reduced rates but that’s just a bonus). Don’t bother telling candidates that the glossy photos don’t reach into shabby hotel corridors, kitchens, lifts and assorted ‘out of sight’ areas. This is ‘back end’ management and should always be delegated. If you take this on Senior Management will cotton on. Never do this.
- Lastly, the hapless customer (he’s last because, well, he always is). Never assume that people care about your experience. They have printed feedback slips in their room for good reason… it means they don’t have to bother with the casual disdain act. Finally, keep coming back to stay.
Agnelo. 0449 592 728
