We'd had a fairly busy day researching a
new client.
We'd experienced four taxis, seven trains and sixteen interviews by the time we arrived at our hotel. We were ready for sustenance, shower then sleep.
This was a nice hotel. Reassuringly expensive you might say. We knew the day was going to be a tough one so Mrs H wanted to remove any risk and booked what appeared to be a cracker.
But when we arrived...
This
Manchester City Centre hotel was in the middle of a refurbishment. Nothing was said when we booked and nothing was mentioned when we checked-in.
Hmmm - what would you have done?
It wouldn't have been so bad if everything else was perfect, but it wasn't. There were lots of niggles, from disconnected WiFi to ants coming out of the washbasin plug-hole (seriously - ants in Manchester in March!) and a lack of 'heads up' service which all amounted to a disappointing stay.
Here's the lesson. Tell your customers if something is wrong before they tell you you've got it wrong.
Most people are ok if you give them any news in the right way.
Would we still have booked this hotel if they'd told us at the time of booking they were decorating? Of course!
Think of your business.
If an item is out of stock, let the shopper know. Then offer an alternative.
If you don't have the skill-set. Let your client know and recommend
an alternative.
If you don't know the answer, admit it and find out.
Little white lies can turn into big black deceptions if you try to disguise them.
Be Brilliant!
