Thursday, February 19, 2009

The Customer is Sometimes a Manipulative Liar


Q: Suppose you check into a hotel for a three night stay. On the second morning you receive a receipt under the door, signifying the end of your stay. What do you do?

a. Call the front desk and say, "I'm supposed to be checking out tomorrow, not today."

b. Pack your bags, go to work, and tell your boss (who set up the reservation), "They kicked me out of the hotel!"

Q: Suppose your employee shows up to work with his luggage and says that the hotel "kicked him out." What do you do?

a. Ask the employee, "What happened, exactly?"

b. Call the hotel and throw a righteous fit at 8:45 in the morning.

Q: Suppose the front desk representative explained that the hotel did not "kick" the guest out, though did put a bill under the guest's door, due to the (apparent) incorrect departure date. The incorrect departure date could be the fault of either you (the boss who set up the reservation) or the fault of the reservations office; regardless, the guest approved the (incorrect) departure date at the time of check-in, and the hotel is more than happy to extend the stay of its guests. What do you, the boss, do?

a. Recognize the misunderstanding, apologize for your employee's rather embarrassing and dramatic response, request that another night be added to the reservation, and assure that your employee can return to the same room.

b. Email a hotel manager and express your outrage over this situation in which, essentially, nothing happened.


If you answered mostly (a), you are a reasonable person who plays by the logical rules of goods and services. If you answered mostly (b), congratulations! You make a sucker out of everyone in the (a) category, and win $20 off your nightly rate.

1 comment:

Erin said... are hilarious. I can only imagine the grace and gritted teeth you needed to handle the situation.