The city of St. Louis is once again hosting a church convention. You’d think the city would be full of kind, forgiving, caring people….
but you’d be wrong.
Oh sure, some of them are. In fact when Mr. and Mrs. Cl\ck walked through the door, I was genuinely excited to see them. Such a sweet couple, and I couldn’t wait to make sure they were comfortable and happy throughout their week long stay.
But the few that aren’t sweet, really AREN’T sweet.
Take Ms. Wi11iams for example.
Most of us knew who Ms. Wi11iams was before she even arrived. We’d had the pleasure of speaking with her over the phone multiple times. Each time we’d been brow-beaten and intimidated into doing whatever she wanted.
And each time, it wasn’t enough.
Her reservation was flagged multiple times so any desk agent who spoke with her would have a heads-up on what she was like. Not that it gave us much ammunition.
When she arrived, she walked up to our most veteran desk agent, and proclaimed, “By the end of this, you are going to hate me.” Then proceeded to check in her rooms.
This is a christian lady, coming into the city for a christian convention, and she has done nothing but make us want to hate her.
WHY? Honestly. I don’t get it.
At our hotel, we bend over backwards to make sure everyone is happy with our service, and we’ve been trying to do that for her.
But she continues to berate us, and let us know how unhappy she is. And she tells us often she already has her letter ready to go to the corporate office.
What does she WANT? We could comp every one of her rooms for the entire week and she STILL wouldn’t be satisfied.
Last night, in the midst of all the chaos of which I won’t go into right now, she called me over by name. I hadn’t had the privelege of speaking with her in person yet, but she knew ME.
As I walked up to her, she said, “I hope I never hear those words again.”
“Oh?” I replied very concerned-like. “Which words?”
She mentioned our hotel’s name, but then changed the subject quickly. We spoke about the Cardinal’s baseball team, and we talked about which pizza places deliver, and other odd topics.
I did my best to stay positive, and happy, showing the right amount of concern that she was happy with her stay.
I let her voice her complaints again, and expressed to her that she should talk with our GM. I reminded her that we want to be sure she’s satisfied, and I asked that she give us the chance to make things right by her.
That’s what came out of my mouth, anyway. What I was thinking was – we’re going to do whatever we can to get through this week, and next year, you won’t be invited back to the hotel. We don’t need YOU. There are plenty of guests who appreciate what we do, and we would rather bend over backwards to help them.
As we finished our conversation, she actually told me I was very pleasant.
A compliment? I was honored. NOT.
I thanked her, and let her know that I would be off on Thursday but that I would look forward to seeing her again on Friday.
All a lie of course, but my motto has always been: