Recently, I took a business trip and stayed in a name brand hotel chain that I frequent in my travels. I was shocked and disappointed by the condition of the hotel. It was dirty and moldy! I was expecting to be greeted by name and given a few rewards, due to my status with the hotel company. I was disappointed because I was not called by name, and the woman checking me in denied me my free breakfast coupons.

What do we typically do after a bad experience with a hotel? Most of us start by telling our co-workers about our experience. We might even write about our experience on Facebook or Twitter. Perhaps we would go directly to TripAdvisor and leave a scathing review.

What we don’t do often enough is take the time to let the hotel manager know about our experience. And we are exactly the customers the manager wants to hear from!

Today, the power of social media has so much power away from hotels, restaurants, and retail managers. Most of us would prefer to avoid the potential conflict that comes from a complaint, and find the outlet for our frustration on social media. I was preparing to write a critical review on TripAdvisor.

Instead, as I was checking out, the manager asked me how my stay was. I explained the situation and told her my perspective on the housekeeping crew. She promised to review my concern with the hotel manager, and asked if she could offer me 30,000 points so I could have a free night at the chain. This was a significant apology and one that I accepted with gratitude. She thanked me for giving her the opportunity to improve their service.

That is when it hit me! Talking to management about a problem we are having is not seen as complaining.

Managers see it as an opportunity to improve their service to everyone. Next time you receive poor service, contact the manager right away and explain the situation. You will most likely enjoy the benefit of an immediate solution.

If customer service is important for your business, click here to access Dale Carnegie’s Outstanding Customer Service Guide!

Posted by Mary Kuniski

Mary Kuniski is an accomplished Senior Executive with more than 35 years of success across the retail, finance, non-profit, and manufacturing industries. She has leveraged her extensive experience in change management, executive coaching, and project management to develop capable and productive leaders. She is a valuable asset for organizations in the process of training employees on operational improvements and leadership skills. Her broad areas of expertise include vendor management, project management, change management, event planning, financial analysis, relationship building, problem-solving and Oracle ERP solution implementations. Mary’s professional​ career has been defined by her ability to obtain increasing positions of seniority and deliver results to diverse clients and companies. She has held leadership positions for organizations including Michaels, Overhead Door Corporation, and Parkinson Voice Project. She currently works as an Independent Consultant and Executive Coach for Golden Professional Coaching, LLC, where she dedicates herself to coaching high-potential executives, executives in transition, and mid-level executives seeking to improve their skills. She also works with small to medium size companies to develop long-term business plans and identify and overcome complex challenges. During her tenure with Michaels, she drove the company’s expansion into Quebec and led the conversion of over 60,000 packages to appear in three languages while successfully adhering to French-language laws. Mary received her Bachelor of Science in Human Development from Pennsylvania State University and her Master of Business Administration in Global Management from the University of Phoenix. She received her Certification in Training from Dale Carnegie Training and became a Certified Executive Coach through Marshall Goldsmith. She is affiliated with the National Association of Female Executives and the Network of Executive Women. While working for Michaels, Mary initiated a Woman in Leadership group that grew to over 200 members and maintained a 30% promotion rate for regular attendees.

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