In the first week of May we were staying at a 5 star hotel in Beijing. On our last evening a group of us were trying to have a farewell drink together. After waiting 30 minutes for the drinks, half of them were wrong. When we finally received all the correct drinks we suggested that maybe they should be ‘on the house’. The duty manager quickly agreed and probably hoped that would be the end of it!
However, the next morning when we were about to check out, we collared the Hotel’s VP General Manager and told him about our experience. He listened attentively and thanked us for our feedback.
As we said our goodbyes, he told us about a book he had been given some years earlier called: “A complaint is a gift” by Janelle Barlow & Claus Moller. It had taught him never to be offended by a complaint but to welcome them.
How else could he learn?
Posted by Sally Clare on Saturday, May 14th, 2016 in Features › News ›
Tags: communication, feedback