Originally posted by Novus
Let me share a parable with y'all... not an analogy, since it doesn't properly apply, but it might give everyone here something to think about.
A customer checks into a brand-name chain hotel and goes up to his assigned room... and finds that the room hasn't been cleaned at all from the previous guest. Not only is it filthy, it actually smells nasty.
Legitimate problem, correct? Certainly understandable if the customer gets a little upset. But it's a problem that can easily be corrected by the Front Desk: assign the guest to another room, double-check that it's a clean one, and give the guest a discount on their room rate for the bad experience.
But this guest has a short temper, and he works himself up into an incredible rage as he schleps all his stuff back down the hall, down the elevator, and back to the Front Desk, where he unleashes an incredible torrent of profanities and insults at the Front Desk clerk for his incompetence in sending him to a dirty room. And instead of offering a new room and a discount, the Front Desk clerk responds by telling the guest he can go fuck himself and find another hotel.
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See the problem?
The guest has inconvenienced himself even more by pissing off the only person who can help him, and the guest now has to waste time and gas finding another place to stay.
But more importantly, the Front Desk clerk has probably cost himself his job and has also cost both his hotel and his hotel brand all of that angry guest's future revenue because he couldn't understand a basic fact:
Just because a customer is over-reacting to a problem, that doesn't mean the problem itself should be ignored.
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I should PM this to DD. I really should.
so it can be deleted?
Let me share a parable with y'all... not an analogy, since it doesn't properly apply, but it might give everyone here something to think about.
A customer checks into a brand-name chain hotel and goes up to his assigned room... and finds that the room hasn't been cleaned at all from the previous guest. Not only is it filthy, it actually smells nasty.
Legitimate problem, correct? Certainly understandable if the customer gets a little upset. But it's a problem that can easily be corrected by the Front Desk: assign the guest to another room, double-check that it's a clean one, and give the guest a discount on their room rate for the bad experience.
But this guest has a short temper, and he works himself up into an incredible rage as he schleps all his stuff back down the hall, down the elevator, and back to the Front Desk, where he unleashes an incredible torrent of profanities and insults at the Front Desk clerk for his incompetence in sending him to a dirty room. And instead of offering a new room and a discount, the Front Desk clerk responds by telling the guest he can go fuck himself and find another hotel.
-----
See the problem?
The guest has inconvenienced himself even more by pissing off the only person who can help him, and the guest now has to waste time and gas finding another place to stay.
But more importantly, the Front Desk clerk has probably cost himself his job and has also cost both his hotel and his hotel brand all of that angry guest's future revenue because he couldn't understand a basic fact:
Just because a customer is over-reacting to a problem, that doesn't mean the problem itself should be ignored.
-----
I should PM this to DD. I really should.
so it can be deleted?






























