When a Guest Is Unhappy
Who this book is for
Chủ và quản lý cơ sở lưu trú, homestay, khách sạn nhỏ, resort, cùng người làm lữ hành và kinh doanh trải nghiệm ở Việt Nam; quy mô từ bốn phòng tới hai cơ sở, hoặc một công ty tour vài người. Người đọc là NGƯỜI KINH DOANH, không phải khách du lịch.
Sound familiar?
- Guests leave looking fine and post a one-star review two days later.
- Staff can decide nothing, so everything waits for the owner and the guest waits too.
- No procedure for serious incidents, so each one is improvised.
- Incidents are resolved but never reviewed, so they repeat.
After reading, you can
Help a host catch unhappy guests while it's fixable and handle serious incidents by process.
Each chapter answers one question
Chapter 1: Is waiting for complaints already too late?
What signs tell me guests are unhappy before they leave?
The only chance to fix things is while guests are still here.
Chapter 2: Do upset guests want more compensation, or faster action?
What can my staff do right away without asking?
Speed matters more than compensation; guests remember quick handling longer than a discount.
Chapter 3: Who am I really answering in a bad review?
What sentence do I use to reply to a bad review?
A public reply is not written for the angry person; it is written for the hundreds who will read it later.
Chapter 4: If emergencies are rare, why prepare for them?
If a guest is injured or loses belongings, what are staff's first three steps?
Some situations go beyond the scope of service, and the procedure for them must be written in advance.
Chapter 5: When will yesterday's problem come back?
The last time something happened, what did we change in how we work?
An incident that leads to no change is an incident that will return.