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... or substandard service. I do not seek recompense; I just provide the feedback. The attitude of the manager of the establishment usually tells me whether or not quality is a part of the business' credo. Recently I facilitated a strategic planning session in a metropolitan hotel - part of a well-known hotel chain. The facility represented itself as a meeting facility, but they set us up in a substandard manner. This was quickly resolved but set the stage for a comedy of service mistakes that resulted in my visit with the hotel's ... throughout the facility with the latter. He listened quietly but made no representation regarding a resolution to the problems (or acknowledging the problems in the first place) . He apologized for the issues that I disclosed, but he reminded me of the character in recent national motel advertising whose job description included making abject apologies (but who could not correct any of the problems) . Did he leave me satisfied? No! Will we return to that hotel? No! Does your staff satisfy your customers who come to them with problems ... I have heard agency staff argue with customers. I have heard agency staff tell customers that it was a computer problem or a company problem (shifting the blame) . I have heard agency staff tell customers, There's nothing I can do! You'll have to pay it, and we'll correct it later. I have heard agency staff tell customers that the staffer doesn't have the authority to help the customer. What I rarely hear is a staff member apologizing to a customer and saying that they will resolve the problem immediately, and, ...

...planning session in a metropolitan hotel - part of a well-known hotel chain. The facility represented itsel...satisfied? No! Will we return to that hotel? No! Does your staff satisfy your ...