Day 5: Beware of Jekyll and Hyde.
We’ve all heard the stories or seen the TV shows. People have these wonderful pets that they love very much, they even become part of the family. Then all of a sudden the pet turns on it’s owners and the boa constrictor named Hector eats the family’s youngest son. The family forgot that the animal is an animal and has natural urges and tendencies. That is exactly what happened yesterday. A guest turned on the staff.
When one works in a hotel where there is a high percentage of repeat guest and regulars, there is the chance to arrive at familiar grounds with a guest. The staff knows the life story of these guests, inquires and cares about their children, and even sends them Christmas cards. The guests in turn learn about the staff and inquire about their children and, for example, how their test went last week. The dividing wall between guest and staff becomes thinner throughout the years of familiarity. This can become dangerous. The staff must always remember that they are not of us. There will come a time where the guest will have a bad day and take it out on the staff and reveal how they truly feel about the staff.
Yesterday, the phrase, “I pay for your salary”, was uttered in anger by a guest. They will eventually reveal how little they think of you and your whole relationship, that took years to develop, will be tainted. I’m sorry. It feels horrible. One must put on a smile and move on as though nothing has happened even though you feel as though you just lost a friend. That is the nature of our industry. Smile through everything and remember that they are not one of us.
Hope that this aids your survival.
Good luck. Godspeed.
3 comments:
This is also an interesting phenomenon. People want so desperately to become a part
of the staff, whether it be at a hotel, grocery store, or cafe. Customers desire to get to know the people who serve them and become a part of the 'inner circle.' When I worked at a grocery store, customers would act chummy with me until they had a problem with a product. Then, they'd show up at the store, disgruntled about the unsatisfactory bread/produce/juice they purchased. Customers can certainly make a fast turn from friendly to uncharming. I can't help but think that it is a bit dangerous to become close to certain customers. I'm sorry you had to deal with anyone saying, "I pay for your salary." That's just the icing on the cake! You really bring an interesting perspective to the difficulties of hotel customer service!
I LOVE LOVE LOVE your example of the house pet turning on the owners! I couldn't help but laugh! I can picture exactly what you're talking about here. I have had many customer service related jobs in which I've built regular relationships with customers that have been destroyed with a single bad mood. I find there are three types of people in these cases. The one that will come back to your establishment acting like nothing ever happened. The one who is sheepish or apologizes. Or, my favorite, the one who never returns. I hope for your case you never have to deal with this customer again!
I totally feel you on this one! At my work (which is retail) we also have repeat customers that we are expected to build relationships with. The only problem is, yes it's jolly for awhile with that customer, but then they have an even greater expectation for us to bend over backwards for them at every whim! Some of the worst customers I have are the ones I have a "relationship" with - a relationship I can't get out of!!!! It's like being locked in for life, for better or worse, and you are just hoping that on the days they do come in, it's a good day!
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