There are countless books out there on customer service and maximizing customer experience, but sadly, few companies heed the advice. Often, it becomes necessary to lower your expectations to reconcile vendor claims with reality. The good news for businesses is that when you consistently get it right, you clearly differentiate yourself from your competition.
I am back from a weeklong business trip to the Bahamas at a famous resort. It is a very impressive venue. I cannot imagine how much money was invested in creating the experience…I was extremely disappointed by how poorly the operational side of the business was run. There seemed to be a shortage of basic management common sense. Instead of motivating me to come back and refer other colleagues, I left scratching my head about the unrealized potential of my experience.
All the above being said, I was very disappointed by how poorly the operational side of the business was run.