Chapter 3

Do guests dislike my room, or my promises?

Khách chê phòng tôi, hay chê lời tôi đã hứa?

The chapter's question

What are guests' three most repeated complaints, and where in my promises do they originate?

Big idea

Bad reviews almost always come from a gap between the promise and reality.

In this chapter

  1. Part 3.1

    The Three Repeated Complaints

    What are the three things guests mention most in reviews?

  2. Part 3.2

    Where You Promised It

    Does what I promise in photos and description match reality?

  3. Part 3.3

    Who Reads the Reviews

    Who here reads the reviews, and how often?

  4. Part 3.4

    What You Can Fix This Week

    Of the three complaints, which can be fixed right away?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Empty Night is free to read right here.

Read in Conan School

Chapters of The Empty Night

  1. 1.Is a steady price safe, or quietly costing me?
  2. 2.Does my busiest channel actually pay my bills?
  3. 3.Do guests dislike my room, or my promises?
  4. 4.Do travelers really only come once?
  5. 5.When my best person is off, do guests notice?