RETAIL ROUNDUP BY BOB PHIBBS, THE RETAIL DOCTOR
ISSUE 44 - APRIL 2008
Spring continues to unfold with new possibilities! In this issue:
* Be Careful Who You Leave In Charge I & II
* You Can Only Become A Success By Becoming Skinny in Hollywood
* Sudzilla Marketing
* Chicken Dinner Survey Results From March
Retail Sales Management: Be Careful Who You Leave In Charge I
I checked into the Sheraton in Springfield where Jenn was the front desk person. I gave her my name, she found the reservation and asked for my credit card.
"It is third party billing," I said.
"I spoke to them last night and they did not mention you," she said.
"Well he should have,..." I started to say.
"I'll call him to confirm," she interrupted.
"Great, can you put my Sheraton number in for me?"
"No, not unless you pay for the room."
"Hm, so is there a loyalty number already in there?"
"No but it is our policy not to give points unless you paid for the room."
"Well can you at least put my number in so I get credit for the stay?"
"Yes, I can do that."
I pulled out my iPhone to look for the email from the client saying they would pay for it when she asked, "How do you like that?"
"It's new so I'm getting used to it.""
"Uh,huh. Here are your keys." She recommended two restaurants and I left.
I had a nice dinner, went up to my 11th floor room, changed and went to check email. It wouldn't work. I kept entering the information but a screen kept coming up "There is a problem with your registration, please call the front desk." I did, Jenn answered. I explained my problem. "Oh I see the problem, since you didn't provide a credit card at check-in, it won't let you. You need to come down to the front desk with a credit card or pay the $8.95 in cash."
"This is not cool," I said.
"Well, that's our policy."
I changed and headed back to the front desk where Jenn waited. I handed her my credit card and told her, "As a Starwood preferred guest this really doesn't feel good. Having to come back down here and...." She interrupted,
"I've tried to call them but they haven't called me back yet."
"If you had asked for a ...," she interrupted again,
"I'm sorry, I should have gotten the credit card at check-in."
"It's not just that," I said, "it's the way you talked to me, not putting my number on the room..." She interrupted,
"I already said I was sorry for that." She swiped the card.
"Fine, do you have everything you need?"
"Yes you can now get on the internet."
As I walked away from the front desk she said loud enough for me to hear as she went to a room off the desk area, "Whatever." I turned around and went back.
I waited at the front desk 3 minutes with an employee from hotel maintenance. When Jenn returned I said, "I heard you say..." She interrupted me,
"'Whatever' yes I said that. After you come down here and yell at me."
"I didn't yell, I asked you some questions. Who is the night manager?"
"I'm in charge."
"Great" I said and went back to my room.
The next day the client that hired me for the event said "I understand you had some trouble last night at the hotel." He went on to tell me how Jenn had called him and started to essentially say it wasn't her fault when he stopped her and reminded her he had gone over the list the previous night - specifically he had showed her I was on page two. She acknowledged he had pointed my name out and finally that it was her fault.
She went on to add that "Mr. Phibbs overheard me talking to someone else; he was mistaken when he thought it was about him." That was the last straw.
I emailed the hotel afterwards and got a quick response. They awarded me a bunch of points and were sorry for my incident. They didn't understand how it could happen; she got a 100% on her last test guest shop.
I understand everyone can have an off night. Everyone deserves the benefit of the doubt. However, to say I was mistaken the previous night seems endemic to this person. That they do nothing wrong, follow the rules and have the power. Nothing could be further from what is needed from someone in a supervisory position.
How about your business? How will your employees handle a customer? Look at your training first. I believe in teaching black and white examples but supervisors must be able to feel what a customer feels when they are confronted with the rules. Remember customers never forget the way you made them feel.
Retail Sales Management: Be Careful Who You Leave In Charge II
I had a speech in San Diego last week. When I checked flights they had one from Albany to San Diego with a plane change in Chicago. (Usually each segment is a different flight.)
On the way to Chicago we encountered a 30-minute weather delay. The steward said all connections were going to be late so we'd be fine. Even though I was in first class and the first off the plane, I knew the flight was to leave at 9:40am.&#
(8)
$19.95
(6)
$13.95
See all Editorial Reviews
Bob Phibbs "No customer ever goes into a store so the owner can make a profit." sent the following posts to customers who purchased You Can Compete: Double Sales Without Discounting (Second Edition)