Interesting Article Hug Your Haters

[user 26]

This is a very interesting article
https://blogs.oracle.com/socialspotlight/entry/hug_your_haters_a_conversation
I was also looking at the articles in the side bar on his blog

 

[Morticia]

Is it OK if I just adapt rather than actually hugging them? ;-)
I can see the point most reviewers are trying to make. But none of them approached us first. They went to the audience with their grievances first.
(Still awaiting the unhappy guest review from the people who did not understand this is not the place they usually stay where all their whims are catered to.)

 

[Croger]

Is it OK if I just adapt rather than actually hugging them? ;-)
I can see the point most reviewers are trying to make. But none of them approached us first. They went to the audience with their grievances first.
(Still awaiting the unhappy guest review from the people who did not understand this is not the place they usually stay where all their whims are catered to.).

That has become such a pet peeve of mine. In my experience most of the time whatever they were unhappy with was fixable. But if we don't know we can't do anything to give them better service.
Most recently a guest complained in an internet review about the tv in their room being fuzzy. They never told my boss even though she asks every morning at breakfast if they need anything. I didn't know until they checked out because that's when I do all our major checks. For room services all I do is straighten up and freshen up. About the only thing I really check up on are towels and toilet paper. But during a cleaning I check the lights, water pressure/drainage and the like. The TV had just been on channel 4 instead of channel 3. Sometimes people press the wrong button on the remote so it changes the tv channel instead of the cable channel.

 

[Morticia]

Is it OK if I just adapt rather than actually hugging them? ;-)
I can see the point most reviewers are trying to make. But none of them approached us first. They went to the audience with their grievances first.
(Still awaiting the unhappy guest review from the people who did not understand this is not the place they usually stay where all their whims are catered to.).

That has become such a pet peeve of mine. In my experience most of the time whatever they were unhappy with was fixable. But if we don't know we can't do anything to give them better service.
Most recently a guest complained in an internet review about the tv in their room being fuzzy. They never told my boss even though she asks every morning at breakfast if they need anything. I didn't know until they checked out because that's when I do all our major checks. For room services all I do is straighten up and freshen up. About the only thing I really check up on are towels and toilet paper. But during a cleaning I check the lights, water pressure/drainage and the like. The TV had just been on channel 4 instead of channel 3. Sometimes people press the wrong button on the remote so it changes the tv channel instead of the cable channel.
.

Funny (now) TV story: guest absolutely had to watch DWTS. Somehow, she had messed up the TV by switching it from the correct setting to something else. I'm the night time innkeeper but I'm not a big TV person so I wasn't sure what she had done.
While I'm trying to find directions another guest (a male Dr) walks into the dining room to make popcorn. Guest says to Dr, "can you fix the TV?" He replies that he really doesn't know how TV's work, he doesn't have one.
She says to me, "you ask him. He's a man, of course he knows how to fix the TV!"
Then she demanded I wake up the morning innkeeper (and cook) to come and fix the TV. (Took him 2 seconds to figure out what she'd done. Then she simpered all over him.)
Hopefully I can remember what to do next time.