According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem to begin with. And the more satisfied a hotel guest is, the more he’ll likely spend. The
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved issues (in which case, you may want to update your résumé), problems and misunderstandings are exceptions. By definition, exceptions do not conform
Time and again research confirms that customer encounters in which a problem is resolved quickly and efficiently receive higher satisfaction scores than situations in which there was no problem reported. Obviously, each customer is different with respect to his temperament and tolerance for mistakes. But dropping the ball here or
The results are in from the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Study. According to the study, hotels are feeling the double economic pinch of less leisure travel and higher operating expenses costs. They are trying to manage their costs at the same time they meet
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