Category Archives: Service Recovery

Unsolved Mysteries of Service, or ‘The Case of the Big Fat Pink Pen’

During a visit to a high end spa, everything was high class. The staff was enthusiastic and the services were well presented and delivered. I was so pleased that I decided to buy some skincare products. They wrapped them in … Continue reading

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No Substitutions! No Exceptions! NO SERVICE!!!

When entering any dining establishment, guests should make sure they read the fine print at the bottom of the menu. It could be an indicator of service and whether or not they’ll get much. The phrase “no substitutions” may mean … Continue reading

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Service First Aid

Good doctors get sued. Nice doctors don’t. This poignant statement, made by a malpractice attorney, reveals how legally dramatic the difference can be when professionals of any kind take the time to be nice. In the hospitality industry, problems will … Continue reading

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Doctor, Could You Prescribe Some Service Please?

Healthcare is on everybody’s minds these days. Politicians, business leaders and everyday folks are scrambling to find the best solutions to care for everyone, to ensure all get the medical services they need. Most everyone agrees that health care is … Continue reading

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Don’t just be a ‘no’ at all

“No, we don’t have that information in our system.” “No, we cannot retrieve your data and locate your lost item.” “No, we are unable to switch your hospitality suite to the one you confirmed over six months ago, even though … Continue reading

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Those who are last can be first

Imagine being in last place – 14th out of 14 for quality, service and cleanliness. Imagine your property secured this unwanted ranking even after a $7 million dollar renovation and a location in one of tourism’s hotbeds. Consider this scenario … Continue reading

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How to short-circuit guests’ expectations

Recently, while checking on the status of my telephone bill, after several layers of voice mail greetings and directions, a recorded voice told me someone would be with me “shortly.” Every two to three minutes, the prerecorded voice would return, … Continue reading

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Technology Trauma May Cause Guests to Need the ER-Emotional Recovery

Please press “1” if you are frustrated, please press “2” if you are annoyed and please press “3” if you just want to SCREAM about technology replacing human resources and decision making!!! According to Professor Stephen Hawking, one of today’s … Continue reading

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Delivery Dilemmas and delights define service

Service is only expensive when not received. Think about all the steps involved in procuring a service before we finally get what we want. We look through catalogs, we make phone calls, we visit show rooms and Web sites, we … Continue reading

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Don’t toss guests a bouncing ball

Road warriors. Those dedicated business travelers who journey all day or all night by train, plane and automobile to serve the needs of their companies and organizations. They have the power to choose where to stay, who to take them … Continue reading

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