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DURING THE 12 YEARS I worked at The Greenbrier I can only remember perhaps 6 times that a guest experienced a minor disapointment which, to be honest, was 6 times too many. Whether it was something in the locker room or another department we immediately tried to rectify the disappointment with something as simple as a complimentary gift tin of golf balls containing a divot fixer; while another time I was able to secure a room upgrade and in a different situation have a fruit tray delivered.
I ALSO REMEMBER one time, when working at a private golf club, that the drink I fixed was not what the person expected. Simple solution, no charge and the next one was on the house!
OH, A WORD OF ADVICE that if the same person seems to have a habit of “disappointments” it just might be them, not you. Some people do so to see what they can get for free.
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