Part 1: The Most Important Response

Accommodation is like any other business - you’ll have customer complaints from time to time. Some of them will be merited and others, well…

Every guest complaint is a chance for you to impress the guest. It’s commonly accepted in Customer Relationship Management best practice wisdom that when a customer is upset, that’s a golden opportunity for you to gain their loyalty by how you handle the situation.

In this post we’ll focus on what’s by far the most important response.

First and foremost, listen with empathy. In most cases this is what the guest wants more than anything - to know that you’re aware of their discomfort, that you empathise with them and that you care.

This does not mean to agree with their complaint if it’s not correct. It means saying “I’m sorry you feel that way, I can understand that you’d be upset.” Don’t interrupt, don’t try to defend yourself and, above all, do not start arguing with the guest. If they’re in an emotional state, the absolute last thing you want to do is get into one yourself.

Clarify. Communicate.

Ask clarifying questions, even if you think you have a good idea of what the answer will be. By doing so, you’re showing the guest that you’re taking their discomfort seriously and you really want to get to the heart of the problem to help them with it.

If the customer is correct, if the sheets really were dirty or the television really doesn’t work, apologise immediately and fix the situation. Do not make excuses - “We’re training a new maid.” Even if it’s true, it will sound like you’re trying to evade responsibility.

Then ask the customer what would make the situation right. Say “We’re sorry this has upset you, how would you like it fixed?”

If the guest is right, then you do need to fix the situation. And if the guest is wrong, they’ll realise it and be more grateful for your gracious and considerate treatment of their dignity. This goes a long way towards turning them into appreciative, loyal customers.

In the next post, we’ll look at other correct ways to handle the situation.