In a soulless 2 * travellers' hotel in Zurich we were well treated - On checkout I asked to speak to the manager - The 'have a nice day' smile slipped as the receptionist asked 'why?' 'We enjoyed the experience - I'd like to say how good it was - have you got a feed back system?' 'Er - no and the manager is not at his desk - You mean you'd like to say thank you?' -'Well Yeah' - ' that's a first' - 'Iyou don't have a way to do it I'm not surprised'.
Marketing Issue
An international hotel group without a systematic way for customers to record their comments??? Beggars belief - Adroit-e undertook a research project on behalf of the Finnish Authorities to find out just whether Hotel Groups take customer comments seriously - in short we discovered hotel managment took fire-fighting comments on board but most didn't really have a systematic way of benchmarking comments and views. But it's coming - The waves are rolling in - there's are loads of hotel websites who now allow you to rate the hotel experience - Do it! - it's not perfect but for instance, it's helping me decide which hotel to choose in New York over New Year. I always try to create a situation where the automated question from the automaton waiter 'Was everything OK for you?' is met with a deliberate response - 'It was just OK,' or 'Not as good as last time.' and see if they are willing to get into a conversation'. It develops their customer facing approaches and might even in the longer term lead to better service!!
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