Bad Behavior by Big Business (Marriott)
This column often rails against government at all levels for their heartless failings, lack of responsiveness and lack of taking responsibility for ill-fated actions. Occasionally, big business deserves a slap across the face for errant behavior or worse.
When the customer has a bad experience, 95% of the time it is the fault of the business. Let me remind you of a Bialoskyism: There are three steps to resolving an issue. First, apologize. No matter how irate the customer is, saying “I’m sorry” almost always halts them. Second, take responsibility. Third, promise to fix it.
A second Bialoskyism is that people (businesses) make mistakes. It is not that you make a mistake; it is how you fix the mistake that is important. A quick response and remedy to the mistake is mandatory and gains customer respect (and continued loyalty).
We are life-long followers of UCLA basketball as BW’s (the Beautiful Wife) father was co-captain of the 1947 team when 6-foot-tall Jews could still play college basketball. The team frequently gets into the Final Four and most years we make plans to attend.
The BW made a reservation, which she made sure… Read More