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Andrew Wood (http://www.personalquest.com/) is a friend and a professional speaker based in Lecanto, Florida. He recently sent me this story to share with you.
Not long ago I hosted a major convention for my clients in Anaheim,
California, in a hotel next door to Disneyland. There were seven hundred in attendance, and many of them stayed in the hotel for several days, so we were a major source of income for the hotel that week.
On the final day, a Sunday, I had just made the finishing touches to my closing speech and I approached the concierge for directions to the business center, so I could print out the text. I was told the business center was closed. Fair enough. "Would you please print out this text on your computer for me?" I asked politely, offering her a floppy disc. "I can't do that," she said and offered some lame excuse before adding, "Why don't you just go directly across the street to the Hilton. Their business center is open."
"You're kidding," I said with a laugh. "No," she responded, "I just sent two
other gentlemen over there." "Are you telling me you can't get someone here to print out a few pages of text?" I asked again. "Sorry," she said, "but I'm sure the Hilton can help you." Next time I hold a conference in Anaheim, the Hilton will be helping me with far more than my printing needs.
Andrew's story illustrates the remedy for poor service is to train people to 'think'. All the Concierge had to do was to arrange for the disc to be taken to the Hilton, the job done and the account sent to Andrew's room! Instead she has lost the hotel an annual convention for 700 people!
Until next week, when we will bring you our Christmas message I wish you,
Good luck, good life and good fun.
The Hospitality Doctor
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