We had some issues with the hotel we stayed at last week for the student leadership conference. The front desk was a bit rude to our students as well as to my wife and myself. So, I gave them a little bit of an earful on their e-mail survey. BUT, they redeemed themselves somewhat when I got this letter from the General Manager of the hotel within 10 minutes of filling out the survey.

Dear Mr. Lovato:

Thank you so much for sharing your valuable feedback about your experience last week. It is through the input of our guests we are able to achieve the excellence in service that is the goal of every associate.

I am disappointed to learn we fell short of your expectations in regards to our Staff friendliness, their “Can do Attitude” as well as the operation of our key system. Rest assured, your comments will be shared with the appropriate management & team members so we may address these concerns and take corrective action in the future

Please allow me to be your personal contact on any future stays. Please do not hesitate to call me if you would like to discuss this challenge further.

Again, thank you for your stay & your comments. We look forward to welcoming you back to _________________________ when time and travel allows you to return.

It stinks when an organization messes up. But, it's a big deal when they own it and seek to make it better in the future. It stinks when our churches make a bad first impression on people. But, it's a big deal when we learn from it and make it better in the future.

Labels: leadership

This entry was posted by Mike Lovato, on Monday, July 16, 2007. You can leave your response.