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... been rated yet. When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service 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 general manager. As usual, I told him that my job was to give feedback whenever there was excellent or substandard service and unfortunately ... he had a problem 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 ...

..., grocery stores, jewelry stores, hotels/motels, and eating/drinking places. Occupati...

...ight be able to work from distant hotels and motels – exponentially increasing ...