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“For a better locker room!”TM


Bruce’s TIP OF THE WEEK #140 of 156
Staff Training: rectify the disappointment

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.

Greenbrier gift tin02 complimentary upgrade03
hotel fruit tray no charge on the house

 Bruce’s TIP OF THE WEEK Collection