Make 'Service' Extraordinary –Farquharson/Tedesco
Him: "Hi. What can you tell me about the power outage?"
Them: "The entire hotel is out."
Him: "Okay. What's the deal on breakfast and, more importantly, coffee?"
Them: "What do you mean? The power is out. Sorry for the inconvenience."
Him: "Got it. Thanks."
Our question: Why didn't the manager on the night shift ask, "What can I do to anticipate my guests' needs? Dunkin' Donuts sells a 'Box of Joe' that holds 25 cups of coffee. There's a Dunky right across the street and, miraculously, their lights are on. Perhaps I might send someone over with $50. Heck, the hotel is going to lose that and probably much more in refunds anyway." When the man went down to the front desk to pose that question, he stopped upon seeing the night manager talking with the morning manager, laughing over the coffee that the former had bought the latter on the way in.
Bill Farquharson is a respected industry expert and highly sought after speaker known for his energetic and entertaining presentations. Bill engages his audiences with wit and wisdom earned as a 40-year print sales veteran while teaching new ideas for solving classic sales challenges. Email him at bill@salesvault.pro or call (781) 934-7036. Bill’s two books, The 25 Best Print Sales Tips Ever and Who’s Making Money at Digital/Inkjet Printing…and How? as well as information on his new subscription-based website, The Sales Vault, are available at salesvault.pro.
Very much alive and now officially an industry curmudgeon, strategic growth expert T. J. Tedesco can be reached at tj@tjtedesco.com or 301-404-2244.
