Their perception is our reality

A rule for fixing a guest’s complaint without defending yourself.

Will Guidara's framework, from Unreasonable Hospitality, pp. 117 to 128.

Drop the argument
Do not explain that you were technically right.
Say let me fix it
Apologise and give them what they want.
Make sure it does not repeat
Add an internal guest note about their preferences.
Hold a bright line
Abuse or disrespect towards staff is not tolerated.

From chapter: Chapter 11: Pushing Toward Excellence, pp. 117–128

More from this book