Communication Corine Zaal
Guest Complaints
Complaint: Statement about expectations that have not been met.
A complaint is an opportunity for an organization to satisfy a dissatisfied guest.
Why are expectations not met?
- Subjective or unrealistic promises made in advertisement etc.
- High price compared with similar properties
- Price does not match the level of quality or product
- Product or service is poorly presented
It is all in control of the manager.
Why are complaints so valuable?
- Create innovation through customer feedback
- alert manager to front line personnel problems
- word of mouth advertising can make or break a business or a product
The multiplier effect
A complaints received this week example 3
B customers who will not return Ax 9 3x9= 27
C potential customers lost Bx10 27x10=270
D average expenditure per customer example 10
E potential revenue lost this week CxD 270x10=2700
F if this happens every week Ex52 2700x52= 140.400
Less than 10% of dissatisfied guests actually complain.
Different kinds of dissatisfied guests
Voicers most desirable, do not tell others and complain to company and is
helpful to the company
Passives do not complain to company and do not tell others
Irates do not complain to the company but do tell others. They stop coming
back and are not helpful to the company
Activists most dangerous kind of dissatisfied guests. They tell others and are
seeking for revenge. They are harmful to the company and complain to 3th party.
How can you encourage guests to complain?
Ask guests if everything is according to wish. Let the guests fill in a questionnaire.
LEARNT Formula
L= listen
E= Empathize
A= Apologize
R= React
N= Notify
Guest Complaints
Complaint: Statement about expectations that have not been met.
A complaint is an opportunity for an organization to satisfy a dissatisfied guest.
Why are expectations not met?
- Subjective or unrealistic promises made in advertisement etc.
- High price compared with similar properties
- Price does not match the level of quality or product
- Product or service is poorly presented
It is all in control of the manager.
Why are complaints so valuable?
- Create innovation through customer feedback
- alert manager to front line personnel problems
- word of mouth advertising can make or break a business or a product
The multiplier effect
A complaints received this week example 3
B customers who will not return Ax 9 3x9= 27
C potential customers lost Bx10 27x10=270
D average expenditure per customer example 10
E potential revenue lost this week CxD 270x10=2700
F if this happens every week Ex52 2700x52= 140.400
Less than 10% of dissatisfied guests actually complain.
Different kinds of dissatisfied guests
Voicers most desirable, do not tell others and complain to company and is
helpful to the company
Passives do not complain to company and do not tell others
Irates do not complain to the company but do tell others. They stop coming
back and are not helpful to the company
Activists most dangerous kind of dissatisfied guests. They tell others and are
seeking for revenge. They are harmful to the company and complain to 3th party.
How can you encourage guests to complain?
Ask guests if everything is according to wish. Let the guests fill in a questionnaire.
LEARNT Formula
L= listen
E= Empathize
A= Apologize
R= React
N= Notify
