The Learning Curve

New tricks for an old dog.

The customer is always wrong, and they lie about it.

Through no fault of my own, I have an inside track to the employee training provided by a local individually owned franchised motel.  Owner operated.

The motel requires cash-paying customers to leave a damage deposit which is frequently given in cash.   As it often happens, the guest forgets to collect her cash deposit upon checkout, but remember later and returns for it.

The owner-manager doesn’t like to give the deposit cash back, and he frequently simply refuses to do so.  He also refuses to talk to the guests himself, and the desk clerk is stuck in the middle.

Today’s management memo to employees:

“Why we don’t believe our guests? They try to take our money and my job is to give them back as little as possible.”

No shit. I have a photocopy right here.

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Written by Tom Fox

11/15/2008 at 11:33 am

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