We live in an instant feedback world – we get new hairstyle, outfit, job etc and we post a picture anticipating all the positive comments we hope to get. If you work in hospitality, our hotels and restaurants base promotions, bonuses and raises on the feedback our services inspired. It is a very big deal, your opinion has never been so important before. In fact, I know I am not the only one who has been “threatened” by a bad review if we don’t do exactly as the client wants. But there are limits, and ideally – the mix of reviews ( if enough people respond) should give other consumers a fair visual of how good your business and staff is doing their jobs. People have done a lot of crazy things to get better reviews. Oh, the stories I could tell.
There are those times where you get defensive or even find the wrong information was given ( location of business, name of manager) but a lot of branded hotels and travel websites have strict guidelines for having a review removed. We tend to take the good reviews to heart and are naturally skeptical of any bad ones.
And when you are about to try a new restaurant, you likely check reviews too. And make judgements, we all do. That one bad day for a manager is relived every time the scores are discussed. Hopefully those of us in the hospitality industry realize that we are on both sides of the fence – and there is room for understanding and encouragement when we experience a lack in services we pay for. After all – tomorrow could be our next mistake and I fully believe in karma.
I would feel better about giving someone a good tip and compliment when they are obviously having a rough day – then I would to “blast” them on social media. But if there is poor service and poor attitude, I would likely email a manager or website for a business as a courtesy. I look at it as – I wish my experience was better and giving feedback on how it could have been better. You choose which way you want a review to go – do you intend to hurt a person or possibly impact a business for the better?
Okay, rant over. One request though, if you have read The Red Book by Jokima Hiller and myself – we really do want your feedback in the form of a review on Amazon.com or Barnes and Noble. Jackson has already begun his next journey and we would love to know what you thought of his first year in management. Did you enjoy it or did it remind you of some challenges you did not want to relive? Are you curious what happens next?
Until next time,