SDcampowneroperator wrote:
noplace2 wrote:
SDcampowneroperator wrote:
Seems like every day someone says they cant get level, blame the site. Its a fine line to walk to show them with a level or even a frying pan with water that their auto leveler is out of calibration or the stick on bubble is.
They always want to blame the site before doubting their unit they are proud of.
Over our 15+ years fulltime, we have hosted 5 CG's and managed 2. I feel yer pain, bro! :D
The one thing that I disagree with you about is the fine line. I do understand that owners need to claim and retain revenue. After a couple of venues, we learned to ask the right questions. Although not precise, one of them would have encompassed a scenario as you described above. If the answer was anything except, "We have provided the best service we are capable of. If that is not satisfactory to you, we will refund your night with us and we hope you find better accommodations elsewhere", and we would move on. Simple translation to the customer: You don't need us, we don't need you. Fortunately/unfortunately, (you make the call) a slightly over 92% decided to stay. Yeah, yeah; some of them didn't have anywhere else to go, but the other % decided to stay because they were dealt with honestly. Too little of that going around these days.:(
Any owner who agreed to use that approach after we signed on experienced an average retention rate significantly and statistically higher than before attempting to placate the customer.
And I full timed for 22 years before owning and operating our camp for 15 years the day after tomorrow, 6/15/01
Its not a contest of experience or training, its about handling the situation with giving the customer first doubt, checking our equipment first to show them the trouble most often, not always, is theirs.
With leveling, we explain the site is laser level with preferably a slight drop to the rear to allow for drainage, carefully suggest using a manual method to level to rule out faults in auto or bubble levelers. Thats the fine line I wrote about, is how to deal with the issue. Customers are very proud of their unit, are hesitant to believe fault in it.
On power, pressure, CATV issues , we always assume the customer is right, carry test equipment tools and parts on our maintenance cart, test ours first, can 99% of the time prove ours is good, the trouble is the guests. Rarely, we do find a weak breaker, a fault in CATV wiring. The 1% . is ours.
A good business never assumes their equipment or staff is infallible
Precisely! and this is what RVPO just doesnt get. He has a huge blind spot when it comes to dealing with the public and if he speaks to his customers like he writes his posts there is little doubt he is alienating people and escalating simple problems into bigger ones.
In terms of dealing with the public. While it certainly can be challenging, some are very much better at it than others. I have in my business life had customers that ranged from Large corporate CEO,s and their staffs to the actual "public". In my experience the vast majority have been at least civil, many if not most, friendly and understanding and many a true joy to get to know.
How you approach dealing with the public and how much you truly enjoy people has a lot to do with how you feel about it.
WRVPO, judging from his posts on this forum, doesn't exhibit any appreciation for people or that he truly likes his job.
When that happens, and it has happened to me, it is time to get out of it and move on.
I have had customer challenges that make the OP's look like a day at the park.
Two Germans who pee'd on one of my hotel mattresses and thought they could get away with it. (they ended up paying for a new mattress to avoid jail and having to take the wet one with them)
Russians who threw up black vomit all over their room and left early for the airport...the entire room had to be repainted...they didnt bother to clean a thing.
Another pair of Russians who continually tried to bring in Prostitutes (male) despite my warnings not to. they were asked to leave at 2AM.
But I have also had some brilliant ones. the Italian Ambassador to Thailand and Laos, Who was the kindest and nicest man.
The US Chief of operations for Afghanistan and his wife. A true gentleman deeply in need of some rest.
The group of Italians who were so fun loving and nice it made the whole place shine.
The well known film producer and his family that treated the staff and myself with great respect and stayed for a month.
These are just examples from when I owned my hotel. I have many years more of stories with corporations, NASA, the Government and others.
...you either are a people person or not. And if not you should NOT be in the hospitality business.
So please bear with me it's my experience that makes me so skeptical of his complaints.
