Hotel Customer Service Quotes

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Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

MATHEMATICAL MIRACLE Some years ago, I heard a story which has been making the rounds in Midwest A.A. circles for years. I don’t have any names to back up this story, but I have heard it from many sources, and the circumstances sound believable. A man in a small Wisconsin city had been on the program for about three years and had enjoyed contented sobriety through that period. Then bad luck began to hit him in bunches. The firm for which he had worked for some fifteen years was sold; his particular job was phased out of existence, and the plant moved to another city. For several months, he struggled along at odd jobs while looking for a company that needed his specialized experience. Then another blow hit him. His wife was forced to enter a hospital for major surgery, and his company insurance had expired. At this point he cracked, and decided to go on an all-out binge. He didn’t want to stage this in the small city, where everyone knew his sobriety record. So he went to Chicago, checked in at a North Side hotel, and set forth on his project. It was Friday night, and the bars were filled with a swinging crowd. But he was in no mood for swinging—he just wanted to get quietly, miserably drunk. Finally, he found a basement bar on a quiet side street, practically deserted. He sat down on a bar stool and ordered a double bourbon on the rocks. The bartender said, “Yes, sir,” and reached for a bottle. Then the bartender stopped in his tracks, took a long, hard look at the customer, leaned over the bar, and said in a low tone, “I was in Milwaukee about four months ago, and one night I attended an open meeting. You were on the speaking platform, and you gave one of the finest A.A. talks I ever heard.” The bartender turned and walked to the end of the bar. For a few minutes, the customer sat there—probably in a state of shock. Then he picked his money off the bar with trembling hands and walked out, all desire for a drink drained out of him. It is estimated that there are about 8,000 saloons in Chicago, employing some 25,000 bartenders. This man had entered the one saloon in 8,000 where he would encounter the one man in 25,000 who knew that he was a member of A.A. and didn’t belong there. Chicago, Illinois

It’s tempting to think that when you call the bank or another financial service provider and you are put on hold for twenty-five minutes, it’s simply because it’s a peak time of day and many other account holders are calling at the same moment. Tempting, but wrong. In reality, the wait time likely has nothing to do with timing and everything to do with your CLV, or customer lifetime value. This is a calculation of how much your business is worth to whoever you are calling, and the higher the number, the better the service. At a bank or credit card company, it might be determined by your balance. Frequency of travel and spending levels help set your CLV at airlines and hotels. More and more, as soon as you call any consumer-facing company, according to Palmatier, the company’s first step is to identify your phone number and then determine your CLV. “If it’s high,” he explained, “they might take your call more quickly, or direct it to one of their best-performing or most highly trained representatives. We call this heterogeneity in customer service, and it’s driven by the profit motive.

About half of the Private Suite’s members are based in L.A., but de Becker is seeing more travelers from the Middle East, Russia, and Europe sign up. In many cases, Hollywood stars expect studios to cover the cost of the Private Suite in their movie deals. “It’s becoming a standard contract term, like first class travel or luxury hotels,” de Becker said. For paying customers, the price might seem ridiculously high, but it’s a bargain compared with the cost of a charter, de Becker pointed out. Instead of spending $200,000 to charter a flight to London, a studio can use the Private Suite and spend a fraction of that getting stars and their assistants to London on a commercial flight. Members of the Private Suite pay $4,500 to join—service for each flight costs $2,700. It’s possible to use the service à la carte if you’re not a member for $4,000 per trip.

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What are you complaining about? If they don’t want you over here, why don’t you go over on Hastings Street and get yourself something?” This led to the following exchange: DAC members: We don’t want to eat on Hastings. We want to eat here. Police officer: Well, the man said he don’t want to serve you. DAC members: Yes, but the law says he has to serve us. This could lead to “an argument with the police officer, but he eventually would write up the case.” After securing an agreement from the restaurant that it would now welcome black patrons, and then sending a DAC team to ensure that African Americans did indeed receive service, Jimmy and his fellow activists still might face resistance and hostility. “We’d have lots of people that didn’t want us in there,” he recalled. “Even the customers in there would say, ‘we’re going home, get our guns, and run these niggers out of here.’ ” Indeed, Jimmy recalled confronting hostile responses at various locations and in multiple forms. At the Hotel Detroiter, for example, the DAC team received service, but the food “was full of salt,” while other establishments would “deliberately break the glasses up in front of us to let us know they wasn’t going to eat out of something some nigger ate out of.” 94

February 2013 My Email to Andy (Part One)   My chance encounter with Max was both a blessing and an affliction. After I’d checked into the majestic lady, The Oriental, hunger hit my rumbling stomach. I needed to savour some authentic Thai food. Unfortunately, the moment I stepped out of the hotel’s door, I was confronted by the harsh reality of Bangkok’s civic life. As at Don Mueang International Airport, rows of local taxi drivers lined the hotel’s periphery, ready to debauch the first customer that ventured out without soliciting The Oriental’s private limo service.                Again, I found myself surrounded by a barrage of locals offering me the best bargain on transportation to my destination. Who should come to my rescue but the same driver that had deposited Max and me? In the foulest Thai vernacular he could master, he repulsed those who challenged him. The vultures scattered, allowing me to embark in his not-so-new sedan. ”Where you want go sir?” he asked. ”Take me to an excellent place for local food,” I replied. ”I take you to good place, sir,” he responded and sped off into the dark. The question of whether I wanted a sexy girl to accompany me during my Bangkok stay arose again. I refused his offer with politeness. The man rephrased his query: “You want boy? I take you to good boy-bar.” I shook my head, yet he continued to pester me for an answer. We bantered back and forth, I not revealing my sexual preference while he used every contrivance to solicit an answer. Instead of delivering me to the city’s hub, he headed in the opposite direction towards a suburb that had almost no street lights. Worrisome thoughts of robbery and murder had begun to plague me when the vehicle finally came to a halt at a two-storied house in the middle of nowhere.

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It’s freezing outside and imagine you are relaxing in the water of your swimming pool. Is it possible? Will you not freeze in the cold water? Absolutely not! Pool Enclosures can make it a possible. They not only protect the pool from rain and snow but also enhance the inside air temperature and help you enjoy your most relaxing activity in the winters. The most popular enclosures are the Telescopic Swimming Pool Enclosures. These are the most suitable enclosures for long outdoor swimming pools. They enhance the overall appearance of the pool. These are quick and easy to assemble. These are among the best-selling enclosures in the markets. As the name suggests telescopic enclosures are long and slender just like the telescope. These enclosures are also used by resorts and hotel owners to cover their swimming pools. The pool enclosures for outdoor pools offer an extended living space when connected to the home. You can opt for an arc shaped pool enclosure that could be opened or closed. An enclosure with traditional design can improve the aesthetics of the area. Other styles and designs are offered by a large number of companies to turn your pool side into a beautiful and relaxing space. As it becomes very difficult to put and remove the pool covers manually, automatic pool enclosures that can be applied with a push on a button have been introduced in the market. These pool enclosures are easy to install and can be opened or closed whenever required in just a few seconds. As the pool is protected from rain, dust and snow, you will require very less time in cleaning the pool. With enclosures on you can enjoy an extended pool season all year round. In majority of the houses with swimming pool, you can find Retractable Enclosures over the swimming pool. They make the pool useful even in rain and improve the overall look of the pool. These are also easy to assemble and provide a hassle free experience. Hence if you have a pool in your house and you want to make it even more beautiful, then it is highly recommended to make use of retractable enclosures. If you want to enjoy at the pool side throughout the year, then it is high time you get a pool enclosure installed. The benefits of pool covers and enclosures are plenty and the cost is worth the pleasure. You can look for the companies that offer affordable and easy to assemble enclosure kits on the internet and take advantage of their products and services. These companies can even custom design an enclosure to match the architecture of your house. Enjoy swimming in an enclosed beautiful pool around the year!

Unser Fokus – ganz einfach: Never ever lose a customer!

Any successful hospitality operation—be it a hotel or restaurant, chain or independent, low-cost provider or luxury establishment—requires an effectively performing individual operation. You have to attract the right customers, have the service product, set the right price for your product, and provide the right level of service—all the while managing your employees the right way to achieve your goals. This requires a combination of knowledge from a variety of disciplines, and thus this section includes contributions from our faculty in human resources, management, marketing, operations, and strategy.

Harrah’s had committed to finishing the new Octavius hotel tower at Caesars Palace and spent $1.1 billion in capital investments in 2008. By 2010, capital investments had dropped to just $160 million. One bellman at The Paris described the years after the Apollo/TPG takeover: “It felt ugly after the buyout. Before you could service the guest, it was a great place to work before those private equity guys took over.” Attrition and hiring freezes meant that employees were often forced to do the work of two people. Customers were suddenly facing longer lines to check in and have their luggage delivered, which proved stressful both for guests and the remaining staff. Holes in the wall weren’t fixed because maintenance crews were let go, and there was no money for repairs anyway. Duct-taped carpet was evident everywhere. The system for delivering and bussing room service orders broke down, leaving carts of food scraps next to elevators and guest rooms, leading customers to complain and forcing the union to intervene.

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you unpack and settle in.” The program proved a major source of learning about the small, irritating “workarounds” that hotel customers faced, such as having to place the suitcase of a traveling companion on the floor because the hotel only provided one luggage rack, having to unplug and find a place for hotel-provided hair dryers when guests bring their own, and much more. By “listening with their eyes,” hotel employees found ways to enhance the customer experience that guests may never have suggested on comment cards.

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