Category Archives: Service Recovery
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
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
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
Technology Trauma May Cause Guests to Need the ER-Emotional Recovery
Roberta Nedry 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 … Continue reading
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
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
The Reality Show of Service
Survivor! The Bachelor and Bachelorette! The Millionaire! The Apprentice and good ‘ol Average Joe! Who is for real these days and why has the issue of reality become so captivating for today’s consumers? Why is “being real” or in some … Continue reading
TOUCH POINT TRAUMA… or Service in Toon Town
“Beep, Beep…could you move your dishes out of the way!” No, the road runner did not just show up at our meal! It was our waitress and she wanted us to move dishes out of the way so she could … Continue reading
The Weight of the Wait… Time is Money!
Waiting: “To dream that you are waiting, is indicative of issues of power/control and feelings of dependence/independence, especially in a relationship. Consider how you feel in the dream while you were waiting. If you are patient, then you know things … Continue reading