I’m not sure why I find myself talking about hotels again is a disdainful manner, but that’s just the way it goes I guess. These are places which are supposed to hold the highest regard for customer service – it’s what much of their success is based upon.
So today I witnessed one of the worst cases of business sabotage I can ever imagine. It literally put shivers down my spine to think of my staff ever doing something similar (I know you wouldn’t by the way guys!!)
I’m standing at the reception of a well respected and fairly top end hotel in Exeter. There is a well-to-do lady talking to the man behind the reception desk. I’m not really a nosy person but I couldn’t help but overhear their conversation. This is where the unimaginable happens.
The lady is asking the guy about hotel rates, she’s foreign by the way. The guy, seemingly uninterested responds ‘well it’s cheaper in the week than at the weekend’. The lady responds politely, ‘thats understandable, I’m enquiring for my daughter who would like to stay for quite some time’ – BINGO – Music to anyone’s ears surely…not this guy. He asks how long she’d be planning to stay and the lady responds ‘at least three weeks at first’. This is where it gets really silly. The guy then says to her: ‘Oh if its that long you better do it online as you might get a better deal there’!!!
Folks lets analyze this for a minute – you have a potential punter standing in front of you with their wallet open and ready to sign themselves up for a very long time – I’m guessing this is worth thousands of pounds to this hotel and what do they do, tell them to look online as it might be cheaper. Jeez – If it were me and it really were cheaper online (and by the way I doubt it very much) I’d walk them to the hotels computer and help them look myself. My guess is that it was too much work for this guy, perhaps he’d had a bad day or couldn’t be bothered with this one lady as it sounded like a bit too much work.
My guess is this woman (clearly in a foreign country) will not bother going online but will probably walk down the road to one of the many other great hotels in town. I know I would.
That guy has potentially cost his company thousands of pounds and doesn’t even care. As business owners, what can we do to make sure that our staff are not doing the same to us? Do they care about your business? Do they worry about losing money making opportunities as you do or is it just another job?
Watch out folks – I bet this hotel didn’t even realise that this was going on. Are you certain it’s not happening to you?
Now Your Thoughts
- Could I be going OTT because I’m naturally a sales person and can’t stand to see a sale lost?
- What measures do you have in place to stop this complacency in your business?