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Letting Go – The Art of Walking Away!

So, this subject may end up becoming book title number 3, or 4, depending if my next title gains traction (keep eyes peeled on that although it is slow going!) There are many things you can do to deal with complaints and many ways in which...

Responding to Reviews

Regular readers will remember many moons ago my original post about responding to TripAdvisor reviews, which featured some golden rules about how to respond to reviews.  In general these guidelines should be used across all hotels, but why should you respond in the ways that...

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...

Transference – why you may be the reason people hate your brand!

I have written many posts that delve in to the psychology of consumers and for this article I wanted to tackle the process known as transference and how this can affect a guests' perception of your brand. For those without a psychology background, transference is the...

Handling TripAdvisor Blackmail Threats

It is beyond doubt that TripAdvisor is the behemoth of hotel and restaurant reviews, but how do you handle the few cases where people blackmail your business with a bad review? Let me just disclaim myself here - there are few people who will deliberately blackmail...

Coming Soon – La Connaissance (and we need you!)

I am pleased to announce that starting in the next few months (hopefully weeks), a new section of Chocolate Pillow is to be launched.  La Connaissance (French for The Knowledge) is a new section to the site that will be offering reviews, hints and tips...

The Hotel Standards Compendium

2014 is the Year of Hotel Standards Coming on 1st March 2014 – the first ever book to lay down a definitive set of Hotel Standards for hoteliers launches across the globe with the publication of ‘The Hotel Standards Compendium’   The Hotel Standards Compendium – The first ever set...

Dealing with complaints: The Empathetic Complainer

I have previously spoken about Silent, Professional, Social and Aggressive complainers, all types of complainer that can intertwine with each other to create a very 'difficult' situation.  Now I want to talk about the type of complainer who most assume to be the easiest to...

Dealing with complaints: The Social Complainer

Previously I have talked about the Silent and Professional complainers - now I move on to a growing complainer type, one that is becoming more and more 'powerful' against businesses - the Social Complainer. A Social Complainer is pretty much what it says on the tin...