HUMAN ELEMENT WINS EVERY TIME - Business Jazz Podcast
Paul O'Mahony & Roger Overall chat about
The Hotel
First, you hear ongoing conversation about what it's been like for Roger & Paul to talk with each other.
"Discovering what you don't know is learning..."
[There's a dog in the corner of Paul's kitchen - Louis the English Setter may guest on this show.]
Whining ... complaining ... leads to Roger's hotel experience in UK.
The hotel Roger & John (UK Sales Director) was :
excellent booking pristine bed shower hot & powerful room to hang up the suit plenty of plugs Wifi not needed bathroom light repaired immediately ideal location big power brick
Location: Bishop Stortford (Hertfordshire, England, population 37,000) near Stamford Airport
What's Roger's complaint? This is a poignant story about how to upset customers a lot.
The human contact (or absence of it) ...
The personal touch (or lack of it) ...
The communication (or a comedy of errors)...
Roger's never described his upset feelings in such graphic terms (at least not on this podcast)
"Hostile" - "Antagonise" - "Aggressive" - "Sinistre"
A pregnant woman intending customer features in the story.
"Antagonism" - "Lying" - "Passive-aggressive"
High point on the show may be :
- Roger defending Ireland's reputation.
"Ireland - It doesn't rain unnecessarily" (new national strap line?)
"Eerie" - "Hostility" - "Insulted" - "Aggressive"
"What's your problem?" she said to the pregnant lady...
This hotel is Fawlty Towers without the charm. You better stay in another hotel.
How do you describe a hotel like this?
What makes the experience of a 5-star hotel?
Paul suggests we bring a hotel manager or hotel reviewer on the show. ________________ What did Roger learn that's useful to listeners
- The human element matters most
- The product may be excellent - but if the experience of the human is not nice - that detracts from everything ...
The formula
If P = +
"+ & - added = -
(This is work in progress.)
If your product is rubbish - you're done for ...
If your product is brilliant + you don't treat people in a way they think is good - you're also on a very sticky wicket ...
"Why was the "heavily pregnant woman" more effective than you were"
Roger says: She met aggression with aggression.
Paul asks: Was she assertive?
Contact us
Roger Overall at showandtellcommunications.net
Paul O'Mahony at @omaniblog on Twitter (& other social media) & @ Show & Tell Communications
PS - "cut out self-disparaging remarks" asks Paul.