How to delight a disappointed disabled customer

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This is a true confirmation of the "paradox of service remedy"! The husband of a disabled guest, upon arrival, noticed that some of the expected equipment for people with disabilities was not available, which would have deprived her of much of the amenities she believed were a standards in any hotel. Apparently not. He contacted the front desk asking for an explanation and demanding corrective action. The challenge for the hotel was not only the lack of the equipment, it was Sunday and the supplier was in Limassol, an hour's drive away. Sotiris (chief engineer), took the initiative to find a solution. He called and convinced the supplier in Limassol, who was on the beach with his family, to open his shop on Sunday. In about two and a half hours the necessary equipment was ready in the guests' room. Both guests were speechless and very excited to see the equipment she thought she would not have. Their anger turned to gratefulness and delight! They never expected that the hotel would go the extra mile with such speed to accommodate their special needs! The story was awarded second prize at the Cypria Filoxenia Award 2018. Story by Sotiris Ioannou, Nestor Hotel Ayia Napa.


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