Business owners: Never confuse silence with satisfaction

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"Business owners: Never confuse silence with satisfaction"

 

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gillumhouse's picture
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05/22/2008

I have a joy this morning! The accountant who comes every year (third year now) when he does the taxes for a guy here in town told me this at breakfast this morning.

"I have stayed at 3 other B & Bs in West Virginia and this one is the best. I feel comfortable and really like it here." If he did not mean it, he would have said nothing.

Oh, the guy he does the taxes for also has a motel just out of city limits - they put the accountant here in 2012 when their motel was full of gas & pipeline workers. He told them this is where he is staying after the first time. January has a guaranteed 2-night reservation.

Breakfast Diva's picture
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What a great validation of all your work!

Joey Camb's picture
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04/02/2010

we don't do too badly - however some say "your our little secret" drives me potty!

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When I ordered a pizza in Memphis it was really good, until I starting biting into the chicken bones from the grilled chicken they put on it. 

The waiter decided he would be cocky and demeaning in how he responded to me when I mentioned it. I have three witnesses who can attest to my attitude, or lackthereof at the time. Just wanting to let them know to be careful, after all Elizabeth Taylor choked on a chicken bone...(that is my funny addition to the story for you here, for those who don't get me, yet)

What happened? What is the rest of the story? Not a whole lot. I was not about to cause a stink, I was #1 with people, #2 tired, #3 didn't think it would have made a difference.

I did write a review, here tis. There was no response or anything, I didn't expect any. Tourists come and go in Memphis, no skin off their back. Another million rolled in today. But, so do restaurants, another closed today. Meanwhile some of the best have lines around the block, every night of the week.

More useless info
(The rest of the table ordered ribs - I have an allergy to paprika and in Memphis noone would tell you the ingredients in their rubs, so I can't order them. I wasn't being silly and ordering pizza in a rib joint. But the pizza WAS really good, no bones about it, er well...you get the gist)

Ice
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Joey Bloggs wrote:

(The rest of the table ordered ribs -  Are you kidding me???    the one time I was good and order a salad!!!  he he he

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Ice
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Ice wrote:

Joey Bloggs wrote:

(The rest of the table ordered ribs -  Are you kidding me???    the one time I was good and order a salad!!!  he he he

You got me so upset, I'm talking for you!

Madeleine's picture
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09/29/2011

Back before Yelp or TA, friends and I went on a girlfriends' getaway weekend. We went to a posh place in MA for dinner. (They thought they were posh.) One of us ended up with bugs in her salad (I really can't remember who it was at this late date) and we told the wait person. She got the manager. He told us it was too bad. They used only 'natural' ingredients and the occasional bug was part of the process.

We all insisted, as NY'ers will, that this was NOT an acceptable answer. He shrugged and walked off. 20 years later I do not remember who got the bug but I would never go to that place again, if it's even still open. And it wasn't the bug, it was the attitude.

Then I read the story of the woman who ended up with a whole frog in her salad just recently and saw how the group posted the photo and the treatment they got online, which then went viral. Wished we could have done that back then. Again, because of the attitude.

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Madeleine's picture
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I've been worried about guest referrals for years. We rarely get referrals from guests who have stayed here. THEY come back but we rarely have anyone say, 'Oh, my best friend/neighbor/co-worker stayed with you.'

Rarely.

OTOH, we are now getting some of the 'kids' of older guests staying with us because they used to stay here when they were kids or their parents still come here and it's easy to pick us.

Or via a GC from a repeat guest.

It's still not even a really measurable %. Maybe 1% if that.

Arks's picture
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05/22/2010

Yep, he's describing me perfectly. No confrontation. I just wouldn't return if I don't like things.

Ask me what I think, and I'll tell you what I think you want to hear, then I'll scoot out the door.

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

 

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Arks wrote:

Yep, he's describing me perfectly. No confrontation. I just wouldn't return if I don't like things.

Ask me what I think, and I'll tell you what I think you want to hear, then I'll scoot out the door.

Yeahhh I got you pegged...all bark and no bite. cool

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05/22/2008

HOW TRUE!

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