Do as I say, not as I do
On a recent trip to Sri Lanka we came across a classic case of over promise and under deliver. Planning began in November for our trip to Sri Lanka in March this year.
We are regular visitors to the island and to a particular 5-star Colombo hotel by the lakeside. We have been staying at this hotel since 1995 and this year’s visit would mark our 20th time. Over the years we have come to know the staff from housekeeping, F&B, poolside and management. We have seen trainees grow into managers; GMs come and go along with corporate ownership, name, branding and evolutionary changes. We love the place and its people, it has memories everywhere. When something doesn’t happen correctly we do take it personally. We bring our loyalty, our recommendations and our goodwill. In return we expect recognition and acknowledgment, awareness of our needs and delivery on promises made. In fact on this occasion we recommended friends who came and stayed and one room became three rooms.
This year the manager undertook to provide specific rooms in a particular location. Imagine our disappointment on arrival to find we had to endure a near silent 20 minute check- in process. Why hasn’t the system got our details loaded up in advance? Surely all that was needed is a passport number, credit card and a signature? 5 minutes at most. To then be made to feel as if we weren’t expected was frustrating. No room was available in the area promised. We were offered the opportunity to change rooms after 2 days on an 11-day stay- a really daft and inconvenient solution!
Long term loyal clients end up in a poor room, facing the wrong way, near the lifts and initially without the benefits associated with the room (breakfast, laundry, and happy hour and lounge facilities). The benefits took another 20 minutes to arrange (a day later) once we realised that they weren’t on the system. Through all this, there was absolutely no sign of the hotel manager who had made the agreement with us. He has neglected to make any note on the system of our visit, our history and of his assurances despite telling us that he has records back to 2015 and can see our visit history.
He has failed to deliver on his promises, and yet I bet you, he would not hesitate to berate an employee if they had been sloppy.
Despite all this…our custom is saved by the people we know and the memories we have.
Phil Harrison, who lives in Britain, is a retired Sri Lankan born expatriate who travels the world extensively. |
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It is a more than reasonable expectation that hotel senior management would set the right example through their words and actions. An example of exemplary customer-centric service, an example of follow-through, and an example of being present in the moment, after all, isn’t hard, especially if you’re steeped in hospitality through many years of experience.