Oh, the sweet smell of the ocean and the calming of the beach is what everyone needs in the summertime. I had to babysit one of my grands in Rehoboth Beach recently and, as you may already know, my customer service experiences range from Beach Beauty to Beach Bum. When I checked into the hotel the staff was overwhelmingly friendly, “we have complimentary breakfast, wine & cheese at 5pm and at 8pm chocolate chip cookies.” Now I’m impressed, Beach Beauty! Then she reminds me, “ We also have a free shuttle to the beach.” You could take away all the other goodies, that shuttle to the beach is my cup of tea. That’s where we met Lew, the most amazing, friendly guy. He couldn’t wait to tell us about the city as he packed our stuff onto the shuttle and we drove by restaurants he gave us the history and then.....he told us this was something they are trying as a pilot program with bigger and better services to come, BEACH BEAUTY! The group I was with said, “This is the best hotel I ever stayed in.” Until the next day.........
Breakfast started at 7:30 a.m. I arrived at 7:23 and began to get coffee and then decided to take a sticky bun up to my granddaughter’s room. The woman in charge of the food service came storming into the room. I said hello and got the obligatory hi, and she immediately ran into the kitchen (she was on a mission) to scold the staff for allowing the breakfast to open 7 minutes early. It was inappropriate, unnecessary and completely over the top...all over 7 minutes. But the real issue was me and the other early birds heard the whole thing. She stormed out of the kitchen and pretty much ruined that glowing reputation for the hotel in about 10 minutes, BEACH BUM! The guests began to chatter, “did she have to do that to her staff in front of us, what’s the big deal about 7 minutes, wonder if her boss knows how rude she was to us.” “We love it here, I’m shocked by that behavior, I just might tell the owner.” I left and came back later with my family. When we arrived at 8 a.m., the eggs were gone, the french toast was empty and the staff pretty much was taking their good old time refilling the food. BEACH BUM....
Here’s the scoop, for all the boss’s in the world, hire that flexible, go-with-the flow employee who might have encouraged the 5 early birds to take a muffin.
For all the employees in the world who have to listen to that rage, get a new job and don’t work for someone who is that mean
For all the guests in the world, report this stuff, don’t allow this to continue, she needs to work alone somewhere where she cannot continue to ruin people’s days
For all the business owners in the world, make sure your leadership team is trained and accountable.
Beach Beauties make the world go ‘round, Beach Bums do nothing but continue to spiral into bad customer service, bad reputation and bad performance. Who works in your business, the beauty or the bum?
Carol serves as a featured writer for the Home News and the Lehigh Valley Chamber Blog.
Carol is an accomplished professional speaker, coach and educational consultant specializing in innovative leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country. Carol’s creative leadership with bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND TER LEADERS. www.caroltalks.com 610-442-4545 firstname.lastname@example.org Like Carol on Facebook at Caroltalks and CarolCoaches! Carol S. Ritter, Immediate Past President, National Speakers Association Philadelphia.