If you’ve worked in hospitality for more than about 2 days, you’ve probably already been yelled at by an angry guest. Luckily Mark Goulston at the Harvard Business Review has some great tips. Mark suggests asking a person who is venting the following three questions:
What are you most frustrated about? This is a good question because when you ask them about their feelings, it often sounds condescending. And if you start out focusing on their anger, it sounds as if you are coldly telling them to get a hold on themselves, which may work, but more often will just cause the pressure inside them to build up even more.
What are you most angry about? This is where their emotional pus drains. Again let them finish and have them go deeper by asking them, “Say more about _________ .” Don’t take issue with them or get into a debate, just know that they really need to get this off their chest — and if you listen without interrupting them, while also inviting them to say even more, they will.
What are you really worried about? This is like the blood that comes out of wound following the pus. It is as the core of their emotional wound. If you have listened and not taken issue with their frustration and anger, they will speak to you about what they’re really worried about.
Mark has a great book out called “Just Listen: Discover the Secret to Getting Through to Absolutely Anyone”
Simmons has introduced a new mattress that lets you zip off the top layers of the mattress and replace them. By doing this, you can extend the life of your hotel’s mattresses. A mattress can now last up to 14 years according to Simmons.
Check out the full details, including a video on Simmons’s website by clicking here.
Our take: It seems like a solid idea. The replacement tops cost about $120. It seems like a good solution to replace soiled mattresses for about 1/5th of the cost. We really like any idea that improves the cleanliness of the beds in hotel rooms. Hotel beds have really come a long way in recent years. We really believe that the triple sheet system that replaced the disgusting comforters is one of the biggest improvements for hotels in decades.
Refrigerators in guest rooms are a great idea. Old refrigerators with compressors that cycle on and off all night are not such a great idea. We recently ran into a new refrigerator during a trip to a newly renovated hotel. The great thing about the Suite Fridge is the addition of two new buttons.
The first button is a ‘quick chill’ button. It can turn a newly installed refrigerator to the right temperature in just two hours. It is a great energy saver and useful if your hotel does not have refrigerators in the room but delivers them on request.
The second button is a ‘snooze’ button. What a great idea! The guest hits the snooze button before sleep and then enjoys 8 hours of silence. The refrigerator stays cold as long as the door is not opened. For more info, check out this website.