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Tuesday, June 8, 2010

Don’t Take It Personally

Here is something that I have seen on numerous occasions. In speaking about a problem with a business, the representative of that business starts taking the situation personally. Doing so never turns out well.

My wife and I had a problem at a hotel recently, and were speaking with the general manager of the establishment. There were multiple screw ups and we were irritable. Our irritation gave voice. The general manager eventually said, I do not appreciate your tone. That was a giveaway.

Sorry, it is not the general manager’s job to critique our tone. We were getting a runaround and were annoyed. It is not that customers have a right to be rude. We had an occasion to be annoyed, and the person delegated to respond to our annoyance was not satisfying us.

The GM should have focused on cooling our anger, not take a stand. Taking us into her office would have been a nice touch, rather than argue in public. Making us feel that we had to fight with her soured us completely on that hotel.

Mistakes happen, and irritation results. Rectifying errors and soothing irritation will keep customers. Defensiveness will not.

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