Imagine you’re staying in a hotel.
Now imagine you’ve used the toilet and stopped it up.
Imagine you call down to the desk for a plunger, but give the wrong room number. So twenty minutes later you call down again.
Imagine the hotel is busy and is not able to send help quickly so you have to call down one more time.
Imagine the third time you call down, you finally get a hold of a sweet, concerned front desk person who immediately addresses the problem.
Three minutes later, your toilet is free and clear to be used again.
Now imagine, the sweet, concerned front desk person you last spoke with follows up with a phone call immediately after your toilet has been fixed.
This sweet, concerned front desk agent admits the hotel dropped the ball and agrees with you that you have every right to be upset. The sweet, concerned front desk agent wants to offer compensation in the form of a free night. After all, the hotel has a 100 percent satisfaction guarantee policy.
Would you NOT be overjoyed that the hotel is making things right?
I’m quite sure I would be overjoyed.
You might be surprised to hear this was an actual event, and maybe more surprised to hear I was the sweet, concerned front desk person.
Most surprising, at least to me, was this guest was hearing none of it. He didn’t care how sorry we were. He didn’t care that I understood we’d failed him as a host. He didn’t want compensation.
What he wants is to hurt us. He made it clear he would tarnish our name on all the travel sites. Even the next day, when I tried to talk with him again after he’d calmed down, he would hear none of it.
I know I should brush this off. It’s just ONE person. We have lots of guests who love us.
But it’s the ONE person who I couldn’t make happy that will haunt me for days and days.
Maybe if I keep repeating this over and over again…..