This comprehensive guide begins at Alfava Metraxis and ends at Doctor Who Magazine wins the ACE Press Award 0 Following its record breaking ABC figure earlier this year, Doctor Who Magazine had cause for further celebration at the 2014 ACE Press Awards held https://www.levitradosageus24.com/ viagra bedeutung online apotheke at the Museum of London. This may take a second or two.
Embrace Your MistakesMay 7, 2007 By: Ruthanne Terrero Travel Agent
Have you ever had a trip go awry on a client and eventually realized that it was your fault? Perhaps you didn't reconfirm the airport transfer and the limo didn't show up, or, even worse, there was a miscommunication with the hotel and there was no room at the inn for your client when they arrived at 10 p.m.
This type of problem occurs rarely, but it does happen. If
you do have that distinct moment of horror when you realize that you or your
staff have left your client stranded, or worse, routed them to
what can you do to recover?
Danny Meyer, the amazingly successful
"Setting the Table: The Transforming Power of Hospitality in
Business," advises that you embrace your mistakes. It's all based upon his
philosophy of practicing the art of "enlightened hospitality." I
heard Meyer speak last week at the American Express Publishing Luxury Summit,
which is a dynamic event that pulls together leaders in the luxury retail
arena. During his presentation, Meyer gave the following tips for recovering
from a mistake and noted that if they are properly implemented, the
relationship you have with your customer will be even stronger than if
everything had gone perfectly.
• First off, put
yourself in a position so that you are aware of the mistake. In the travel
agent arena, this means following up with your client to see how their trip
went. Not every customer calls to complain about a snafu right after it
happened. Instead, some just walk away, vowing to never book your services
• Once you've
discovered the error, acknowledge it. No one likes a backtracker. If it's your
mistake, own up to it.
• After acknowledging
it, apologize. Let there be no question about how you feel about the problem.
Even if you perceive it to be a tiny one, say you're sorry.
• Take accountability
for the problem and the solution. It's easy to apologize, because words don't
cost a thing. How can you go about resolving the problem the client has
experienced? Don't leave this task to someone else to handle. Resolve the
issue, whether it's a refund, a discount on a future trip or waiving the
consultation fee that you charged your client for trip planning.
• Next, Meyer advises
that you take the opportunity to be extra generous. Wow the client with your
apology. Refunds are great, but they don't make up for lost vacation time. What
pushes your clients' happiness button? If they've already arrived home, send
them a case of their favorite wine. Don't scrimp. Are they still on their trip?
Get them the grandest upgrade to their hotel room possible. You get the
picture. Kill them with kindness even if it costs you a few bucks.
At the same time, do learn from your mistakes. If you're a
manager, review with your staff what went wrong and why. Also, be sure to spell
out specific instructions to prevent such an error from happening again.
While you're at it, practice apologizing with your staff.
Ross Klein, president of the Starwood Luxury Brand Group, says that W Hotels
has such a practice called the "Whoops" program. "We apologize
better than anyone else," says Klein.
Personally, I think that's a great idea. No one likes to get
a call from an irate client, but if you're at least prepared for it, it helps.
Create a script that you can all practice from, with one of you playing the
screaming client, the other acting as the contrite-yet-in-control agent. Be
sure to practice going off script, too, so that the apology sounds natural; no
one likes to feel they're being patronized, especially when they're furious.
Empower your staff, if they get the call and you are not
available, to not only apologize on the agency's behalf, but to take
accountability and to try to win them back with a bountiful solution. Perhaps
you can have a set of practices in place that allows them to choose from a list
of generous resolutions.
Last But Not Least
Meyer suggests being accessible if problems arise. What's
worse than having a complaint and having no one to speak to? That only
compounds the issue 10 times over and dramatically reduces the chance of ever
recovering from your mistake.
Needless to say, there are some problems that cannot be
forgiven. If your office has sent your clients to the wrong city, or caused
them to somehow miss their cruise ship's departure, there may be no recovery.
If that's the case, suck it up and move on. I'm sure Meyer is the first to
admit that hospitality is a moving object and one that at times cannot be
This innovative philosophy emphasizes putting the power of
hospitality to work in a new and counterintuitive way: The first and most
important application of hospitality is to the people who work for you, and
then, in descending order of priority, to the guests, the community, the
suppliers and the investors. This way of prioritizing stands the more
traditional business models on their heads, but Danny considers it the
foundation of every success that he and his restaurants have achieved.
Ruthanne Terrero, CTC EDITORIAL DIRECTOR