After reading the case entitled, A Hot Traveler and a Hot Motel Manager, the task herein is to make the assumption of being the hotel manager, and explore a protocol in having to deal with an annoyed traveler. The idea is to attempt to find a workable solution when the traveler, as depicted in the illustration, displays similar thoughts and behaviors. It is important to remember that human relations skills is not only a theory, or type of science, but is an ability which managers grow to master. Hopefully, the suggested solution in this brief essay will present a reasonably cogent answer.
First of all it is vital for management personnel to realize that every customer is an individual, and each case or problem is different. However, in the case such as presented in the annoyed motel customer and manager, business communication must always remain calm and given with a helpful attitude. Although the theory of Customer Relationship Management (CRM) combines software and other methods to manage customer satisfaction needs, and wants, using it can often help. Dhaka and Nahar stated that using CRM principles can basically be used “to understand the customers, attract new customers and retain the old ones” (2191). Immediately, then the manager should be aware from data records to know if the customer is a returning customer, or a new one.
When the manager is initially confronted with a cold, demanding tone from the customer complaining about the air conditioner, it should not be assumed to know everything about the customer. The manager makes a grave mistake when taking a selfish-centered approach, instead of thinking about how the customer feels. Better yet, the best course of action is to try and put yourself as manager in the place of the customer. Good customer service would first tell the unhappy motel guest that you are so very sorry, and please allow me to help solve this for you as quickly as possible. Do not assume that the customer is responsible for breaking the air-conditioner, but proceed by asking the customer to exactly explain the situation. Assure the customer you will phone the air-conditioning repair entities straightaway, then offer help in moving to a new room. Tell the customer once again – that you are so very sorry, and simultaneously the manager should internally be thinking about how to achieve the customer’s comfort. Furthermore, it is appropriate to offer the customer a seat and glass of water, juice, or coffee.
Do not wait for the customer to ask about compensations for the inconvenience. After all, as Borovčanin states in his journal article on hotel management, developing increased loyalty “among existing customers” plays quite a key role (1032). Regardless of what the three key human relations skills listed may be, the first order of the day is to listen to the customer, and forget any preconceived notions of blaming him. Being understanding and objective should replace blaming the customer, or being suspicious that it was his fault. Listening and taking a deep breath, and keeping an even tone of voice helps to dissuade further antagonism from the customer. Offer discount coupons, or a free meal at one of the name-brand restaurants. In this way, he can use it where ever he travels. One key idea for the smart manager to keep in mind, in this situation, is that in our digital age of electronic communications that customer has the power to tweet, or blog a negative review on social media about the motel. If this happens, it can result is disastrous outcomes for the future patronage of the motel.
Finally, just in case after the customer leaves and you find a nasty complaint on social media, do not panic. Respond quickly, and post a sincere acknowledgment about the problem which was corrected. One expert said, when this is done “Everyone looks good” (Schrage, “A Better Way”). If you really think about it, human nature only wants to feel appreciated. Always remain calm, acknowledging, and have a nice tone which is professionally polite.
Works Cited
Borovčanin, Dušan. “Improving Customer Relationship Management Using Modern Information Technology in Hotel Industry.” Singidunum Journal of Applied Sciences (2014): 1032-1035. Business Source Complete. Web. 18 Feb. 2016.
Dhaka, Vijay Pal, and Pooja Nahar. “A Review: Benefits and Critical Factors of Customer Relationship Management.” International Journal of Advanced Networking & Applications 6.10 (2014): 2191-2194. Computers & Applied Sciences Complete. Web. 18 Feb. 2016.
Schrage, Michael. “A Better Way to Handle Publicly Tweeted Complaints.” Harvard Business Review – HBR. Harvard Business Review Mag., 21 Nov. 2011. Web. 18 February 2016.
