New season began last night for Hotel Impossible. If you had a chance to watch, or future episodes please share your comments with us. (You can view some past episodes online here) and follow on FB here.
Yesterday there was a rerun on and something Anthony Melchiorri said made me pause. There was a bad guest who left a review at this lodge and Anthony basically said that he has had decades of bad guests and you can't reply in part to them on reviews online. It is that simple. It is what we want to do, but as professionals it is not what we should do. It only makes you look like the fool, not them. He said being right is not enough.
I then got this today and it speaks about customer POV and how a customer "perceives" their experience:
Design Your Customer Experience to be Frictionless
Yesterday there was a rerun on and something Anthony Melchiorri said made me pause. There was a bad guest who left a review at this lodge and Anthony basically said that he has had decades of bad guests and you can't reply in part to them on reviews online. It is that simple. It is what we want to do, but as professionals it is not what we should do. It only makes you look like the fool, not them. He said being right is not enough.
I then got this today and it speaks about customer POV and how a customer "perceives" their experience:
Design Your Customer Experience to be Frictionless