poor service sucks.......

Showing Tag: "ok" (Show all posts)

Room 101 "OK"

Posted by David McHattie on Monday, February 20, 2012, In : Customer Service 
Jim Collins was absolutely right when in the very first line of his excellent book "Good to Great" he asserted that "good is the enemy of great".
As a frequent and long-time operator and consumer of "hospitality"businesses, I have to declare that not only do I agree with the eminent Mr Collins but that my frustration almost gets the better of me every time I am asked "Is everything OK?" or "Was everything OK with your food?" Never far from the tip of my tongue is the following retort: "Yes, ...

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Warning - Dinosaurs become extinct

Posted by David McHattie on Thursday, January 12, 2012, In : Social Media 
Don't let the same happen to you or your business
To all those organisations who have no social media strategy, are not embracing Facebook, twitter, You tube, LinkedIn or blogs or are, but think it's another channel on which they can simply pump out company or product propaganda - think again.

 Just because I am old (or so my kids tell me) it does not mean I cannot embrace change. Not because I am an early adopter, rather .... some things are just no-brainers!


 Blockbuster and Kodak missed what ...

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No reservations No problem?

Posted by David McHattie on Friday, June 24, 2011, In : Customer Service 
As an operator I prefer a no reservations policy - it can maximise sales and allow a greater number of guests to enjoy the experience we are offering - growing sales long term. But if not executed well it can present many problems which can accelerate your sales decline. From experience this decision can be taken based on spreadsheet calculations but please consider the implications before cutting the cost of managing reservations and hoping for cover growth:
  • If a guest calls ahead don't tell ...

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