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Online Reviews – It’s not just about TripAdvisor!

Welcome back peeps!  It has been far far too long since I posted and I am sorry; life has gotten away with me and, to be honest, I haven't really had much inspiration!  But here I am, back once again! This time round I want to...

How to respond when things go wrong!

It is not very often that I hear something that changes my ethos on customer service - every day I see hundreds of articles and tips that provide advice on handling situations, and indeed I have myself been guilty of writing a few of these...

Engage and Educate, Don’t Serve!

Trends change in hospitality on an almost weekly basis, with consumers quickly changing tactic on how they want to be served and what their ideals are.  Whilst this may seem fickle to some, it is the nature of the industry - what was novel and...

Dealing with complaints: The Professional Complainer

In my last post of the series, I introduced you to a fairly business-damaging complainer - the Silent Complainer.  This time, I want to talk about a complainer who (for all appearances) can make your life very difficult (but can also be easier to deal...

The legalities of hospitality

I have had a lot of queries in my past about what a hotel legally can and cannot do, and what is legal or not (including guests screaming at me quoting scripture and verse of bar-room lawyerism).  So I thought I would write a few...

The Myth of the Difficult Customer

Many of you will be in a position to understand the 'difficult' customer and just how draining they can be; but does such a thing as the 'Difficult Customer' actually exist or is this just a Customer Service Myth? I recently had cause to think about...

Augmented reality and hospitality… the next generation of hotels?

For anyone that knows me, I am a hospitality passionate geek who loves gadgets and fun new toys - particularly those that have an application within the hotel environment.  Having a usual muse around a variety of blogs today, I found a little post about...

Is TripAdvisor failing hoteliers?

2013 brings a hopefully prosperous new year for all hoteliers, but also inevitably means yet further growth of TripAdvisor; but is this behemoth of online reviews actually doing hoteliers any favours - does it even care about them? As almost any hotelier who uses TripAdvisor will...

The Service Recovery Paradox – can you avoid it?

Those of you who have done a hospitality degree of some kind, will know what this theory is; but does it really exist and can you stop this from occurring anyway? The theory of the service recovery paradox goes something like this: The guest who does...

Handling Negative TripAdvisor reviews

So you put your heart and soul in to giving someone a nice stay, and then three days later their review comes in on TripAdvisor as one out of five, and a long list of complaints - what do you do? It is expected for every...