BRANDS & SERVICE
Why does bad service seem to appear synonymous with “uber-cool”, particularly when it comes to hotels? What is the correlation?
I have just returned from Los Angeles, where both of the regular hotels I love were booked; and so I was forced to stay at a new hotel. At a friend’s recommendation (Knowing I love Bond Street sushi), I stayed at the new Thompson hotel.
Upon arrival, I had to wait 20 minutes to check-in. Over the course of a few days, I had to switch rooms 2x because the air conditioning didn’t work in two different rooms, they couldn’t give me reservations at the restaurant because they were booked (The concept of actually being able to eat at the hotel you stay at must have seemed foreign to them), and all around I felt the staff was “too cool” to be bothered helping guests.
This is why I like to stay away from the uber-cool in my business as well – They seem to be too cool to actually want to work.
Ronn Torossian
5W PR
March 18th, 2008 at 1:27 pm
“They seem to be too cool to actually want to work”
Hi Ronn, this post hits real close to home for me. I manage a $16 million dollar location for a Fortune 500 “customer service company” high end product company and My co managers act as if they are too cool and too rich to do most of the work. Too cool to communicate with the employees that are ranked bellow us. Ironically, these employees are the ones that really drive our business locations success. I was recently told that I communicate with our “underlings” a little too much and also that there is no need to inform them on certain issues that affects our location and future issues that we might be facing, even though by law we are suppose to. My co Managers have let it all go to their heads and think they are too cool to help our clients; our lower ranking co workers and they just want to sit on their butts all day. The lazy has out numbered the productive ones and denying our customers the attention and service that they pay for and expect is frustrating me. I have got to get out. These co managers delegate and rarely produce. I’m 29 and they average 52.I wonder if my younger age has anything to do with this. I need out!
I beleive that when employees rate themselves “too cool” and “too above”helping clients, then its time that they get the F’out of the business.
Sorry Ronn, lol. Just had to vent buddy!