Tweak your customer or tweak your system?

The Disneyland Hotel recently stained the reputation of Mickey Mouse with a client influential Seattle. Mark stayed at a hotel inside the park with his family for three days. He attended a legal seminar while his family enjoyed racing Disney, Disney ate meals and spent a lot of Disney! His seminar ended at noon on the third day, but the hotel check-out 11:00 am.

On the second night Mark asked for a late check-out until 01:00 or 02:00 the next day. The front desk staff refused to give him an answer. They said it was too late and would have to ask again at 7:00.

Mark was in the lobby promptly at 7:00. But when he asked for a brief check-out extension, the Front Office Manager refused. He said, 'If I give you a late check out, others will want one, too.'

Mark appealed for just two hours to complete his seminary and get his family with small children safely out of the room and packed. The director said: 'If you leave late, you spoil the program for our cleaners.'

Ouch! So much for customer service when leaving the House of Mouse. Too bad that the Front Office Manager did not know that last impressions are lasting impressions.

In contrast ...

Raffles Hotel now has a policy of flexible check-in and check-out so their guests can enjoy a full 24 hour stay, no matter what time of check-in or out. Now that is convenient. This is hospitality. This is the value and impeccable service.

'Raffles 24' is now available in all Raffles hotels and resorts. No wonder that brands are among the fastest growing and most admired in the world.

Note: The implementation of this policy requires greater communication across teams and departments. But what are your staff and systems really work? Schedule cleaning or taking care of customers?

Key Learning Point

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The purpose of your staff and the system is to serve your customers better. When customers make requests outside of normal procedures, your task is to optimize the system, not the client.

Action Steps

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When customers apply for service outside the normal procedures, it has a choice: either teach your customers to follow the procedures (through advice and information in advance) or adapt procedures to meet your customers (through innovation and continuous improvement) .......