I completed a survey recently, sent by a full service hotel and conference centre where I recently deposited some time and money. Questions designed to derive self-serving positive feedback on about how they provide great rooms and conference service yet very little about interaction between guest and food services.
They wanted positive feedback on their excellent food but without any way to garner feedback on how staff dealt with guests, whether management was present or if anyone inquired about whether the food was hot or if anyone offered to refill a coffee cup.
I was a guest for three nights.
I ate three meal in the hotel.
If they’d put 1/10th the effort into giving service as they did into designing that survey format to give them answers they wanted they might actually improve their operations.
I’m sure their bottom line matters, but how they treat customers proves they simply don’t care enough to get it right the first time. Their venue and location is superb, and I’m sure they are great at providing a fantastic conference hosting packages – but they lost their opportunity to get me back or to ever recommend their venue to anyone else. They won’t get a second chance to do it over.
I am often reminded of this quote from legendary educator/basketball coach John Wooden: “if you don’t have time to do it right, when will you have time to do it over” – especially true in relationships when we forfeited our opportunity to make great first impressions. We can’t possibly do everything we want when we want in the way we way – so we have to choose.