Alaskan Sea-Duction
Guru
- Joined
- Jul 6, 2012
- Messages
- 8,061
- Location
- USA
- Vessel Name
- Alaskan Sea-Duction
- Vessel Make
- 1988 M/Y Camargue YachtFisher
A short story on "firing a customer"-Years ago I was CFO at a very large Nashville Hotel well known for the quality of its service and its staff. Our GM insisted on it. One weekend, a quite famous singer demanded a breakfast that was not on the room service menu, one that was normally prepared tableside. When advised that was not available by my room service cashier, he was rude and verbally abusive. He was the same to me and threatened the sous chef of not being able to fix a McMuffin. it got to the point where I called the GM at home. He asked that the customer be taken to his office and we would meet. When he arrived, he asked the guest if it was explained to him that what he wanted was not available, when told yes, but the guest wanted it anyway, our GM told him-"I will have our Guest Service staff pack your bags, our limo will take you to any other hotel you wish, but you will not treat my staff that way, You are no longer welcome in our hotel." Well, it took about 60 seconds for that to get around to all 700 employees. From that point on, every employee would have jumped off the roof for that GM. He had just guaranteed that every other guest would receive great service from every employee. For me, a valuable lesson learned early in my business career.
Great story! Thanks for sharing...