Bad service is your opportunity

Posted by Dave CollinsGeneral

We live in an age of crap service. We don’t like it, but we accept it. Sometimes we even expect it.

A few years ago I had the dubious pleasure of staying in one of Hilton’s London hotels, for a conference.

The conference was okay.

The hotel set a new benchmark in appalling.

The hotel seemed to think that this was good enough to serve for breakfast – scrambled eggs by the way, although I’m not sure what they’ve been scrambled with:

Scrambled egg perhaps?

When we requested an extra bed for our little girl, they seemed to think that this was reasonable – a total of three slats missing; impossible to sleep on:

A good night's sleep?

Needless to say I won’t be staying at that particular hotel again. Ever.

Many small businesses pride themselves on good service. And most if not all customers appreciate good service when they receive it.

Oddly enough, bad service has also never been so dangerous.

In the past, the only option for someone unhappy with their hotel would be to vent at the staff on the front desk.

Today the same person can share their experiences with the world.

Hello world.

In the not-too-distant past, good service was taken for granted. Today it’s a rare commodity and a competitive advantage.

If you have it, flaunt it. Make sure visitors to your website know how good your customers think you are.