Conquering Complaints™: Part Two

Doug Kennedy | January 11, 2017

With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry. As we explored in Part One of this series, the first step in Conquering Complaints is to understand their root causes. Last month we explored what I call the "Carrot Model" as a way of analyzing the root causes of guest complaints. When planted in a garden, the leafy greens sprouting out the top of the carrot represents the part of the complaint that frontline associates see being presented to them by the ...