Responding to customers / Making it
easy for customers
Hotel: Making it easy for customers to complain
Paul Linnell
If we don’t hear about the problems our customers
experience, we don’t get the chance to put things right.
We all know from personal experience that it is not easy to
make a complaint.
From our own research we have learned that some of the most
common reasons customers give for not contacting a company
about the problems they experience are:
It was too
much hassle
I didn't
believe anything would been done about it
I didn't
know how or where to complain
I tried but
I couldn't get through on the phone
Well, one hotel I stayed in recently came up with a
brilliant idea.
They
place a small pad of yellow sticky notes in each room.
The pad is pre-printed with a message encouraging customers
to write down anything that needs to be put right and to
stick the note on the TV when they leave the room.
This really simple and inexpensive device makes it easy for
customers to report a problem and also easy for the hotel to
take action.
It also gives a clear message that the hotel actually wants
to hear from them and has a process for putting things
right.
They
place a small pad of yellow sticky notes in each room.
The pad is pre-printed with a message encouraging customers
to write down anything that needs to be put right and to
stick the note on the TV when they leave the room.
