Customer Service and the Butterfly Effect

18 replies [Last post]
Offline
Joined:
10/07/2008

Customer Service and the Butterfly Effect

Everything you do—

and don’t do—matters.

It has a bigger impact on the world than you can possibly imagine.

__________________

Gluten free is never free. - Joey Bloggs

 

Madeleine's picture
Offline
Joined:
09/29/2011

Just got around to reading that. Same chain I stayed at where they 'washed' the water glasses in the sink. And left them in the sink. Uncleaned.

Perhaps staying there again next week, will see if anything has changed. I certainly complained to enough people. Including the housekeeping supervisor who was stuck with me on the elevator.

__________________

Everyday, for good or ill, we intersect with some else's story and become a part of it.

 

Country Girl's picture
Offline
Joined:
02/20/2009

Wow!!

__________________

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou

 

Arks's picture
Offline
Joined:
05/22/2010

I charge $15 extra for a one nighter. If I ever get busy enough I'll change it to a 2-night minimum.

__________________

All saints can do miracles, but few of them can keep hotel. ~ Mark Twain

 

Madeleine's picture
Offline
Joined:
09/29/2011

So, answering the door at 5 AM to two guys from NYC who wanted a room (even tho the no vacancy sign is out) and not taking their heads off, but directing them to a hotel means some goodness should be coming back my way?

Generic's picture
Offline
Joined:
02/24/2011

Maddy, I think Karma is suspended up your way....

__________________

Permission to quote in whole or in part, other than usage on this forum, is entirely forbidden.

 

Madeleine's picture
Offline
Joined:
09/29/2011

Eric Arthur Blair wrote:

Maddy, I think Karma is suspended up your way....

It is this week. I'm hoping it comes back around. The remainder of this week is full house strips everyday. And Sept & Oct are shaping up for one nighters both months. There won't be 2 nights in a row in any room at the rate we're going right now. And it's killing me just thinking about cleaning all those rooms every stinkin' day.

Iris's picture
Offline
Joined:
06/08/2009

Madeleine wrote:

Eric Arthur Blair wrote:

Maddy, I think Karma is suspended up your way....

It is this week. I'm hoping it comes back around. The remainder of this week is full house strips everyday. And Sept & Oct are shaping up for one nighters both months. There won't be 2 nights in a row in any room at the rate we're going right now. And it's killing me just thinking about cleaning all those rooms every stinkin' day.

hmmmm, isn't renting a room by the night more ?  I charge more if they want only one night.   Or on the weekends, when I have a two night minimum, they pay for two and stay only one.  Fine by me.

__________________

"Travel is fatal to prejudice, bigotry, and narrow-mindedness..."
Mark Twain

 

Madeleine's picture
Offline
Joined:
09/29/2011

I charge the same price no matter how many nights you book. No one where I am discounts for staying extra nights. Or, if they do, they don't mention it online. It would be nice to have more longer stays but not at lower prices.

We used to have a discount program like that we inherited from the PO's and repeat guests got ugly when we stopped it. They cancelled and complained, etc. But we've stuck with the no discount policy since and it seems to work.

Generic's picture
Offline
Joined:
02/24/2011

Actually, I put up all the rates by $11.11 and then offered the multiple night discount to everyone. So if the rate was normally $100 a night, the new rate was $111.11. With a 10% discount that makes it still $100 a night, if you stay two days. You stay one and it's just $11.11 more. Which is what I use to cover the costs of single nights.

Each extra $10 tranche is $11.11 before discount. So a $230 room is $255.56. Basically everyone gets the same "discount" but it's not really a discount, it's the regular price. The single day is the "supplement". 

Joey Camb's picture
Offline
Joined:
04/02/2010

It depends - eg we have chaps who are staying Monday to Friday (ie not blocking up my busy weekends) room only for 6 weeks - go at 7am so the chamber maid always has 2 rooms to do whenever she gets started ie she would like to start 8.30 and then finish having the afternoon off (which I am fine with) everybody is happy and I have less hassle ie at the moment I have every room full which is usually 21 for breakfast and a complete zoo and knackerising - now due to room only Monday to Friday people we only have 11 - its a good way to start the day!

__________________

Don't mess with me today or I will kill you!!!!

 

Generic's picture
Offline
Joined:
02/24/2011

That's why my discount starts at 2 days. It's 10% more to have a single night. $111.11 for a single night, 10% off discounts to $100 on 2 nights and more. I want a bit extra to cover the cost of the flips and the arrival time.

Arks's picture
Offline
Joined:
05/22/2010

Madeleine wrote:

...not taking their heads off, but directing them to a hotel means some goodness should be coming back my way?

Don't hold your breath till it happens Smiling

Joey Camb's picture
Offline
Joined:
04/02/2010

we had this same thing last September - chap had booked a special offer with a chain very early and got his single room for about $50 - about 2 weeks before he was supposed to come they called and said they were very sorry but they were redecorating his floor and so his room was cancelled and they had refunded his money. He didn't believe this so rang pretending to make a new reservation - "yes we have singles for the date you require it would be $160 (there was a large bridal fair on their had just realised was on) he said that's funny as you cancelled my room! - he then phoned his boss who owns a large engineering company who then pulled all their staff out of trave l lodg es all over the country and refused to ever use them again - probably lost the chain about $2 million a year

Iris's picture
Offline
Joined:
06/08/2009

Wow.  Great support from the guys company.  Very unethical behavior on the hotel's part indeed

angry

Offline
Joined:
05/22/2008

yes oh so true

Kay Nein's picture
Offline
Joined:
02/13/2012

There's a ton of butterfly effect happening in our lil' town for sure.  People seem to underestimate the power and influence a few quiet, well-connected Innkeepers can have.

Offline
Joined:
10/07/2008

K9 wrote:

There's a ton of butterfly effect happening in our lil' town for sure.  People seem to underestimate the power and influence a few quiet, well-connected Innkeepers can have.

yesyes

Flower's picture
Offline
Joined:
06/19/2011

To bad none of them tried a B&B or a  Large Inn.I am sure he would of found a better response to his problem.

__________________

Flower

 

Comment viewing options

Select your preferred way to display the comments and click "Save settings" to activate your changes.