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Showing posts from December 11, 2014

Imagine that you are a customer

Yesterday I had a meeting in a hotel. We were having a great conversation until someone started vacuum cleaning in our area. It was around 11AM.   We had to almost shout towards each other to make ourselves heard. Actually, I have had this experience in other hotels as well. Around mid-morning they start vacuum cleaning. It looks like that it is a standard procedure in the housekeeping manual. This indicates 2 types of problems: 1.     The employee is clearly disengaged. Otherwise she would have waited or would have asked us whether she was disturbing us. Neither action happened. 2.     The management in the hotel has no clue what happens on the work floor. Or even worse, they also don’t care. This kind of behavior has a negative influence on the customer experience. So, I suggest to regularly change roles (be a customer) in order to get to know what the impact is of what you are doing. This is especially needed for the management. How would you like to be