Feedback
10:09 PM
Religious scripture and early forklores have all emphasized on expressing appreciation whenever a good deed is done.
According to the Chinese tradition, filial piety is the duty in which a son must fulfill the obligation of showing appreciation to the parent. In the Bible, there was a story told that out of 10 leapers healed, only one return to praise God and the other nine did not even bother.
In the service industry, showing appreciation and feed backs are vital for the improvement of the establishment.
Without feedback, there is no way we can tell if the product and service is what is expected from our guests. The greatest mistake is to continue to practice a mistake. We will continue as if nothing is wrong but wondering why is the business isn't great.
Obtaining feedback is a two way street. First of all, hotel must encourage and actively sourcing for feedbacks. Likewise, guests must also give serious constructive feedback.
Remember this: If your customer says it's a problem, it's a problem. We should always look at feedback as opportunity for us to improve. Negative feedbacks are painful and can be demotivating. I know of one new cafe operator who took offense with a negative feedback. He was angry and defensive. With attitude like this, how can we improve?
Feedback is the springboard to make a hotel great. We need to know the problem before we can rectify it. On the other hand, a positive feedback especially those that show appreciation to the staff has tremendous consequence. The staff that is singled out is motivated. The rest of the staff are also encouraged. This is esepcially so when the hotel encourage and reward staff to go the extra mile to delight the guests.
Westerners are very good at providing feedback as well as showing their appreciations. Many of them will take their time to write and express their appreciation, especially when they have a very copacetic staying experience.
On the other hand, Asians are not as good in providing feedbacks although the trend is improving. Most of us, Asians have the attitude of walking away from a bad experience and not to speak to the establishment but would not mind telling every friends and family members. And when we do speak to the establishment, we do it with a vengeance with a lot of unforgiving attitude which can be misunderstood as wanting to take the establishment for a ride with freebies and compensation.
I am encourage that more and more of our local guests are starting to fill in the comment forms and some even take time to write back. This show that our guests want us to improve and they care about our industry.
According to the Chinese tradition, filial piety is the duty in which a son must fulfill the obligation of showing appreciation to the parent. In the Bible, there was a story told that out of 10 leapers healed, only one return to praise God and the other nine did not even bother.
In the service industry, showing appreciation and feed backs are vital for the improvement of the establishment.
Without feedback, there is no way we can tell if the product and service is what is expected from our guests. The greatest mistake is to continue to practice a mistake. We will continue as if nothing is wrong but wondering why is the business isn't great.
Obtaining feedback is a two way street. First of all, hotel must encourage and actively sourcing for feedbacks. Likewise, guests must also give serious constructive feedback.
Remember this: If your customer says it's a problem, it's a problem. We should always look at feedback as opportunity for us to improve. Negative feedbacks are painful and can be demotivating. I know of one new cafe operator who took offense with a negative feedback. He was angry and defensive. With attitude like this, how can we improve?
Feedback is the springboard to make a hotel great. We need to know the problem before we can rectify it. On the other hand, a positive feedback especially those that show appreciation to the staff has tremendous consequence. The staff that is singled out is motivated. The rest of the staff are also encouraged. This is esepcially so when the hotel encourage and reward staff to go the extra mile to delight the guests.
Westerners are very good at providing feedback as well as showing their appreciations. Many of them will take their time to write and express their appreciation, especially when they have a very copacetic staying experience.
On the other hand, Asians are not as good in providing feedbacks although the trend is improving. Most of us, Asians have the attitude of walking away from a bad experience and not to speak to the establishment but would not mind telling every friends and family members. And when we do speak to the establishment, we do it with a vengeance with a lot of unforgiving attitude which can be misunderstood as wanting to take the establishment for a ride with freebies and compensation.
I am encourage that more and more of our local guests are starting to fill in the comment forms and some even take time to write back. This show that our guests want us to improve and they care about our industry.
Post a Comment