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Service. Most businesses wouldn't survive without good service. Some do however, and I think mostly it's because Bajans have a super high level of tolerance. Recently I've been trying to give people the benefit of the doubt but that's easier said than done.
I've started to plan my family reunion which is in 2012. Yes, this is just 2010 and I have lots of time but I've got to at least have a rough estimate of the cost. My family is spread across the entire world and people have to save so I need to give them some idea as to the cost of the activities.
In 2008, we held our reunion banquet at Colony Club Hotel. Not only was the food superb but the service was EXCELLENT. When I say service I mean the enitre experience from initial contact through to the end of the function. The food and beverage manager there subsequently went on to win a Barbados Toursism Award in 2009.
So after my Colony Club experience every venue has a whole lot to live up to. After visiting some properties I've narrowed my choices down to 3 hotels and I particularly like the one which has a lot of sea breeze. Here is where SERVICE comes into play.
I'm just waiting on the GM (who dealt with me) to send me an email giving me an idea of the cost and the menus that fit into my budget. After viewing the restaurant at this hotel, I sent an email requesting this information... No response. I waited about a month and sent another email, (I assume he didn't read the first)...still no response. Giving him the benefit of the doubt, (being the GM and all he's got to be busy) I decided to call...left a message...no response. Went on to leave at least FOUR telephone messages and send another email...De man ain't respond yet!!!!
A number of reason run through my mind:
He thinks I'm not serious
The reunion is in 2012 so he believes he has AT LEAST a year to respond to me
It's just a little old family reunion and we really don't reach very high on the totem pole of potential customers
He didn't get my emails or my MANY telephone messages
He's on vacation or sick-leave
Since I'm planning this reunion for FREE and it's not like I have a client who particularly requested the hotel where the seabreeze blows, I've decided to forget about them and look at my other choices. After all, we are going to be PAYING for the location and since Colony Club set the bar SOO high I refuse to settle for anything less.
National Initiative for Service Excellence...some people just don't know how to be NISE.
We WANT DE GM NAME...........Call NAMES..jus kidding......or am I
ReplyDeletelol, cute.
ReplyDeleteApparantly bajans need more training on how to be NISE. 2012 might be far away (to him) but that is some revenue he can hope to capture if he seals the deal. I realise managers of today sacrifice good numbers for quality...for NISEness.
I'm surprised you didn't forget about them long days! My bestfriend from Grenada is here at the moment and yesterday she commented about the service here. Needless to say it wasn't a very nice comment. I've lived here for nine years and I am very shocked when I do receive good service. Which is kinda...sad.
ReplyDeleteGirl I've lived here 34 years and I am shocked when I receive good service too. Unfortunately i can't even call de name de hotel (hint hint) further more the GM's name. I'm still flabbergasted de man ain't call me back. While I'll give him the benefit of the doubt, I moving on to his competition.
ReplyDeleteHave stayed at this breezy hotel a number of times, they have never replied to an email in the last five years. Makes me mad, don't they want the business?
ReplyDelete