I had an experience recently that was so absurd as to be worthy of the following question, “If you don’t know an answer, is it better to make something up?”
I was attempting to check into a hotel when I asked the hours of the pool. I was told the pool opened at 10 am. Since I am a daily swimmer and needed to leave the hotel long before that time, I told them I wouldn’t be able to check in and would have to go elsewhere. When I asked why the pool didn’t open until ten, the gentleman at the desk told me it was because it was a New York State Law.
I told him I didn’t think there was any such law in New York and he said with complete assurance that in fact there was. I called a different hotel in the area whose pool opened at 6 am. I told the same gentleman that the hotel down the street opened their pool at 6 and asked if it would be possible to have someone let me in early? He stated, “No that wouldn’t be possible.” This time the reason was because the chemicals that were placed in the pool daily would not be absorbed until 10 am, making it dangerous to swim before that. Wow! I guess the maintenance guy gets in at 9, has some donuts and then puts chemicals in the pool??? I have no idea what the real reason was, I only know I didn’t stay there. I left and went to a competing hotel down the street.
This situation reminded me that I also have to watch myself sometimes because I am a true master at saying things with complete confidence, even when I may not be one hundred percent certain of the details. I am, however, very good at busting myself when this happens and immediately admit that I am not sure and that I need to make some inquiries. I actually find my confidence amusing, especially because I have no intention of misleading people.
Our intention is paramount in all customer service exchanges. Are you aware of what your employees are actually saying to your customers? Is it true? Does it make sense? If it is true, is it worth losing revenue over? If the pool can’t open at a time convenient to your guests, what is the point of having a pool?
It is never wrong to be honest and say “I do not know”…then add “but I will find out for you”. State it with grace and be cordial and the guest will appreciate and trust you.
In this electronic age it is a big risk to give ‘invented’ information. As an International Tour Manager, half the passengers sitting behind me on the coach now have internet access and check the information you give them. 😉
I never seen the reason to question hours of operation. Not just for a pool, but for anything. I trust that the hotel or any establishment has done research prior to setting these hours. It could be due to staffing or a number of other things. Now if the pool hours are clearly marked as open at 8am and the pool isn’t open by 8am then it is completely reasonable to ask why. Would you ever ask why a pool or any establishment is open? Probably not.
Interesting…. I think we should ask the question whose agenda is it? Clearly a pool that opens at ten am is not interested in a Guests experience or ease. The Blog was actually about making up an answer. A guest can question whatever they want to and choose to spend their money at the establishment or not. A hotel can choose to operate however they want.
My theory is service industries should primarily be of service to their customers by creating an experience that serves them!
As a concierge if I don’t know the answer I will advise the guest ” I’m not 100 percent certain of my answer, but I will confirm for you”. Or,you offer alternatives.