Customer Problem Resolution: The 100% Principle

When it comes to serving others, chances are that you will make mistakes occasionally. Even in the most opulent, 5-star hotels and restaurants, guests are sometimes disappointed. The same goes for hospitals, banks, nursing homes, spas, airlines, and any other businesses that serve people. The key to this seemingly unavoidable dilemma of making mistakes is how well you exemplify the "100% principle". The 100% principle is simply this: Whenever you receive a complaint or request, follow it through until you are 100% sure that the customer is happy with the resolution. It does not get much simpler than that. 
We recently had a new website built and the web designer offered a training session on how my team could update the site's content on our own. During the training, I asked about two features of the web software, and Kaci, who was the trainer, did not know the answer (she was obviously embarrassed about not knowing). She then promised that she would find out and then follow up with me. Now, over the years I have unfortunately developed a sense of skepticism whenever someone promises to follow up, because they usually don't do so. In fact, I am usually the one who has to follow up with the company who said they would follow up with me! Backwards...isn't it? At any rate, Kaci sent an email to me that same evening explaining that she emailed the appropriate people and they would know the answers to my questions. [Note: You don't have to wait until the final resolution to communicate with the customer. Keep the customer updated on what you are currently doing to help.]
The next day, Kaci sent me an email with the answers to my questions and followed up by asking if there was anything else I needed. She then proactively called me a few days later to inquire if we had any additional questions that she could assist us with. Ladies and gentlemen, THAT was the 100% principle in action.
At a recent hotel stay, I noticed that I had forgotten my toothpaste and toothbrush at home, so I called the operator to request a complimentary set of those toiletries to be sent to my room. The operator said she would have it sent up within 10 minutes. 30 minutes went by, and still no toiletries. I then called back the operator to see what was going on. [Note: Your customers should NEVER have to follow up with you first. You should proactively give updates.] She said, "I thought THEY sent it up already."I immediately thought, "who exactly is they?". She then promised me that the toiletries would be in my room shortly. Still, I received nothing 15 minutes afterwards. I then stepped into the hallway, saw a housekeeper, and politely requested toiletries from her cart, which she happily gave to me. 30 minutes after receiving the toiletries from the housekeeper, I finally received the toiletries that were promised to me over 1 hour prior from the operator. That is NOT the 100% principle in action.
The operator could have given me a time quote, then followed up with the appropriate department to ensure that the items got delivered. She would then follow-up with me to either update me on the status or confirm that I received the toiletries. The most important element of the 100% principle is to take personal ownership of a request or complaint. Those who work like they work own it, will follow through to the end.
Here is a simple follow-up log that you can use with your team. Please benchmark it, and refine as you see fit.

Date	Time	Request or Complaint	Forwarded to (if applicable) [Dept or Person]	Follow-up with appropriate dept or person  (if applicable) [Date & Time]	Follow-up with customer [Date & Time]	100% happy customer? [Yes or No]

There are countless examples of people not following through. If you say that you will do something, then do it! Or at least make sure it gets done. Follow-up with whomever you need to, but your ultimate goal is to ensure that your customers are 100% happy with the resolution. Follow-up, follow-up, and follow-up some more. Your customers deserve it.
Supplemental section:
Whenever you receive a complaint or a request, here is a recommended sequence to follow:

1. Say you will own the complaint / request.
2. Get the customer's contact information (email and phone # should suffice).
3. Get the customer's preferred mode of contact (email, text, phone call).
4. Begin the process of fixing the issue. Ensure that the resolution matches the complaint / request.
5. If you need to pass the issue to another person / department  to handle, then do so. (But remember, that YOU still own it!).
6. Proactively inform the customer on the status every 24 hours using the customer's preferred mode of contact.
7. When you've received confirmation that the issue has been resolved, then contact the customer to inform them.
8. Follow-up to ensure that the customer is, in fact, happy with the resolution.

Recommended tools for upcoming and veteran "follow-up" pros:

• Follow-up log
• Schedule reminders in your own calendar (use a program like Microsoft Outlook or any other calendar tool)
• A personal attitude of ownership and commitment to follow-through.

By Bryan K. Williams, D.M

How to Apologize to Customers and Have Them Love You More

It's never a good thing when customers have a bad experience with your product or service. But instead of getting defensive, you can apologize, make it right, AND make them love you more in the process.  Here's how:
Have all customers on an e-mail list: You don't have to be an Internet marketer to have an e-mail list.  Every business needs to have at least a single master e-mail list that is clean and updated. Use an e-mail marketing program such as Mail Chimp, Constant Contact, aWeber or InfusionSoft.  This will make your life and communication with your customers insanely easy.
Segment your customers into multiple lists. Break your customer lists out into groups or segments.  Don't make it overly complicated, but make sure that it's effective.  Your lists can be segmented by geography, product or service. or by lead source (online, store, etc).
When you learn about a customer service mishap, jump on it immediately. Have a plan in place where you immediately make it right for the customer experiencing the problem.  Then, look for ways that you can PROMOTE the fix and how much better it is to everyone.  Here's an example.
I use a keyword software called Market Samurai.  It seems that some customers had experienced complications when Google did an upgrade and then they experienced their personal technology snafu.  Honestly, I didn't experience the problem, nor did I know about it.  I received an e-mail that explained what happened and what they did to fix it.  Then they gave me an extra license that I can install on another computer.  I can't use the benefit.  I didn't experience the problem.  But I am left with a very positive feeling about this company.  If I do experience a problem with the company, I will certainly hang in there because I know a fix is coming.
Look at your mistake as an opportunity. Don't look at a mishap as a mistake; look at it as a loyalty building sales and referral opportunity.  Instead of thinking about how to defend the mistake, think about the ways that you can use the mistake to give your customers an unexpected surprise.
Have low-cost, high-value giveaways on deck. Market Samurai decided to give an additional free license to its customers.  This didn't require much additional support or cost on their part.  But for those customers who had to wait in line to do keyword search - it's a real value.
Be humble, be human. Mistakes happen and people will always forgive an honest mistake.  But they will not forgive a defensive and empty-hearted corporate apology. Market Samurai sent a message to all customers.   You might think this doesn't make sense, but in reality, it gives customers who were affected a fix, and customers who weren't affected an update in case they heard rumblings on social media channels.  With one e-mail, Market Samurai answered questions, reported on the fix, and rewarded customers for staying with them.

By Ivana Taylor

Is Breakfast the Most Important (Hotel) Meal of the Day?

Evil Erik, being a true F&B expert, hates breakfast. Not only that he doesn't like getting up so early, he also feels that " breakfast is just a cost center ".Supervising that activity in his hotel is therefore delegated to the Junior Assistant F&B Manager, who simply doesn't realize that most hotel guests' favorite amenity is " free " breakfast.
Neither Erik, nor the rest of his F&B staff, comprehend that the word "breakfast" actually consists of two words, break and fast.
The use of those words stems from the concept that sleep prevents eating, thus an unconscious abstention occurs during sleep and that this fast is broken by the first meal of the day, universally referred to as breakfast.
The French, too, recognize this, as the expression  " déjeuner " originates from the Latin verb " jejunare" meaning "to fast " !
This meal is a chance for each hotel organization to shine, providing an exceptional breakfast offering that makes guests decide to select your property again. And the better the breakfast, the better the chance to keep the guests on property for other F&B experiences !
But if you would ask Evil Erik what was the last time that he himself checked the breakfast menu, let alone ate from the buffet itself, he would have to answer  " I don't remember " !
Most F&B executives consider breakfast " boring " and " it conflicts with the morning meeting, you can't be everywhere .... "
The common practice of offering breakfast, unfortunately, increases the risk of it becoming a complimentary product rather than a unique service experience.
However F&B experts who choose to focus their creativity on breakfast service and products can still find many opportunities to pleasantly surprise and impress their guests.
Hotel websites now show an increased attention to breakfast and branding efforts, as well as slogans, like :

• The Tastiest Wakeup Call of all
• Best - 4 - Breakfast
• BIG DAY Breakfast
• The Art of Breakfast

now compete directly with the likes of " Heavenly Beds ", etc .....
These days, according to every survey Evil Erik reads in the e-hotelier, an inclusive breakfast is rated top of the wish-lists for hotel guests !
But then Erik fails to grasp that breakfast included in the price of the booking represents value for money and is a marketing tool, not " just " an expense and an impact on the food cost.
All these findings also clearly reflect that paying extra for breakfast is the top complaint for hotel guests around the world.
Therefore Erik, and fellow General Managers, an excellent breakfast sparks more than appetite, it ensures a happy hotel guest, and please consequently, never, ever underestimate the power of breakfast, it is adding to the value proposition.
When you think about business travelers' budgets being crunched, and equally, about the leisure tourists' holiday spending power being reduced, it adds even more value to the room rate.
Breakfast is a relatively inexpensive way for a hotel to differentiate itself. Offering "cooked-to-order " omelets is much less expensive than promising guests flat screen TVs or premium mattresses in their rooms.
So Erik, please get rid of the old coffee machine in the kitchen, bring in the premium machine, the coffee served in most hotel breakfast rooms is a demonstration on how coffee was produced 60 years ago and a perfect example of ignoring the up-to-date techniques of making coffee fresh, in various variations and on demand.
And when will hotels and resorts stop using those sugary travesties called " Danish pastries ", switch the factory toast bread to freshly baked  products, and review the selection of jams which show great skill in how to keep the food cost low but disregard for the guest's sophisticated tastes.
Regular guests appreciate the basics but, more and more, value some variety. Hence, start changing your breakfast food offerings, either seasonally or by some alternative daily / weekly plan.
And who invented the policy that breakfast can only be served until 10:00 or 11:00 AM. Guests get upset that after that time breakfast is denied, but omelet, coffee and orange juice are items on the regular luncheon and/or dinner menus.
So Eric, ask yourself what is the value, and the power of breakfast and then stimulate discussion with your relevant Department Heads about the way you position your breakfast offerings in promotions, in-house merchandising and in sales presentations !
Are you proud of the breakfast you serve ?
Paying appropriate attention to the breakfast, and to the guests at that time of the day, may lessen the risk of losing the loyalty of a guest.
Update the "small touches" regularly, this might differentiate your hotel, your restaurant and your breakfast, which may be the only meal your guests have at your hotel .......
Know your guests and " dish up " what they want, attentiveness to their probable service and food preferences is within your reach and budgets - if you personally take the time to examine who your guests are and what they really would like for breakfast.
For that reason, please get up one day early and evaluate the actual buffet as it is set up around 06:00 AM.
These days, healthy alternatives are in demand  and many guests are now looking for a heart healthy, lower fat diet and expect hotel breakfasts to meet those needs.
Offer something unique and personalized, unfortunately, the commonly breakfast buffet offerings are too often just that ... common.
Last but not least, look at who welcomes your guests at the entrance of  the breakfast area, do they say " good morning " with a smile or bark "voucher" with a growl ?
Have a senior person at the entrance, not the intern that has no experience ( yet ) or that employee that has 2 left hands and is useless in the service.
Welcome each guest individually and realize that " good morning " and "please come again " are so much more powerful than " what is your room number ? " or " have a nice day "........
Having the restaurant manager, F&B Director or other manager acting as the " host " in, at least, certain peak times does make a difference and lets the guests, but also the staff, know how important breakfast is !
What's more, breakfast is the ideal time for any General Manager to interact with guests, and learn a great deal about the guest experience, by chatting with these guests and through active listening.
Unfortunately, Erik also forgets that his sales staff can make excellent contacts at breakfast, and therefore does not tell them to get out of their offices, stop updating their Facebook pages and start interacting with the people who pay their salaries. Some sales managers might then even remember again that these people are called "guests ".
Breakfast is what 90 percent of your guests eat, you get them most days for breakfast, and then count how many times for dinner ?
Poor Evil Erik,  there are just too many other places to go and breakfast might be his only opportunity to outshine your competition.
Therefore, Erik, get up early tomorrow, surprise your staff, and more importantly your guest, you might get the surprise of your life.

By Bert van Walbeek

Worst travel disasters: 6 steps to protect yourself

On vacation in Tokyo last week, Winnie Cheong and her mother were at the Shibuya train station, an hour away from their hotel, when the ground trembled. At first Cheong, a Singapore resident who has been through mild earthquakes before, thought the noise was coming from the trains underneath.

After the quake subsided and people poured into the streets, Cheong headed for the nearest hotel lobby to get more information. "Surely their concierge would speak English," The hotel was already prepped for stranded people, she said, with extra chairs set up in the lobby and meeting rooms.

"They set up a drinks station, kept the loos running, helped charge our mobile phones," Cheong said. "By midnight, they handed out warm rice balls to everyone and also handed out bed and table sheets to anyone feeling cold."

Being caught in a natural disaster while on vacation isn't a common occurrence. But as we've seen with recent earthquakes and tsunamis in Christchurch, New Zealand and Japan, nature is unpredictable, and even the best emergency preparations can be infallible.

Here are a few guidelines to follow, should the worst happen while you're on the road:

Be prepared: You already have copies of your passport and travel documents, right? Carry them with you, and make an electronic backup of them as well. If you're going to another country, note the hotline for the U.S. Embassy or consulate.

Traveling to areas that have known disaster risks -- the Caribbean during hurricane season, for example -- requires another level of preparation. Look into travel insurance, and read carefully to make sure that the policy covers natural disasters before you buy. Bring copies of medical prescriptions, in case you're stuck in a country for a few days.

Be informed: Read up on your destination before you go to familiarize yourself with worst case scenarios. Ask your hotel about their disaster plan and if you're renting a condo or villa, ask the management property if emergency procedures and evacuation routes are outlined in your information packet.

Be observant: American Matt Alt tweeted that he knew that the Japan earthquake was going to be bad when locals told him to bring his shoes inside (you can read all of Matt's tweets at this link). Residents who live with risk, such as Midwesterners who grow up participating in regular tornado drills, often know what to do when the civil alert sirens go off. Follow their lead.

Be responsive: When the tsunami warning hit the Hawaiian island of Kaua'i, tourism officials had six hours to help hotels evacuate or move guests to higher floors (called a "vertical evacuation"), said Sue Kanoho, executive director of the Kaua'i Visitors Bureau. Civil Air Patrol planes went along beaches and campgrounds to notify those who didn't have access to TV or radio, she said.

Here's what she recommends: "Listen to your property management and follow their directions. Try to be as self-sufficient in the moment by bringing water, snacks, any medication, sweater. It could be hours before you are allowed back to your room/property."

Be considerate: If you're caught in a disaster situation, resist the urge to call everyone you know. "We recommend that our guests refrain from using cell phones or land lands in order to not flood the system," Kanoho said.

Such phone service disruptions can last for days. After Hurricane Katrina hit New Orleans, text messaging proved to be the best way to communicate; make sure your cell phone supports it. Cheong said that she was able to reach friends using Facebook and limited email.

Be smart: By now, most people have read about the 25-year-old man in California who was swept out to sea while taking pictures of waves. The seas may look calm to you as a casual observer, but trust the expert warnings. Don't risk your life for a photo op.

And be Positive: Says Cheong, who is still stuck in Japan: "A lot of it is staying positive. The human spirit is indomitable and perhaps the parting shot for all travelers -- earthquake or not -- we have to do what we have to do."

By Chris Gray Faust

The Hotel Room of the Future

Guests will be able to enjoy "zero-gravity" beds, self-darkening glass and doors that are unlocked by your mobile phone in the hotel rooms of tomorrow.
The technology set to transform hotel rooms around the nation has been showcased at the Hotel Hospitality and Design expo in Sydney.

The "Hotel Room of the Future" exhibit has been designed by John Beazely and Co and aims to cater to the every whim of today's travellers who demand the latest in technology.

Some of the devices have just been launched in Australia, while others have been turning heads overseas and are gradually making their way Down Under.

Guests will be able to check-in and manage their in-room dining via their mobile phone with the MyStayManager smartphone technology.

To access the room you call a number and then hold up your mobile phone to the top of the door handle to unlock it.
The mobile technology has just been launched as is currently being trialled by two major Australian hotel chains, MyStayManager's Gidon Sattinger said.
Once inside the room, guests can play videos, music and explore their location from a coffee table with a large touch screen on top.
Known as the the NSquared device, three new applications have just been launched which allow you to order room service or build an itinerary for your stay, and send it to the front desk to action.
The hotel's Suite Control device allows you to customise the room to suit your mood.
The iGlass window can switch from clear to white at the touch of a button, providing increased privacy. Based on liquid crystal polymer technology, it switches over within 20 milliseconds to hide you from the outside world.

By Kate Schneider