How we communicate makes a difference.
I checked into
a Hotel in Madurai around 1 A.M.; after receiving my access card, the executive
in the reception said, "Our complimentary buffet breakfast closes by 10
A.M." I didn't pay much attention to what he said. I entered the room to
take a quick nap. The following day while I was on my regular walk, I pondered
the executive's statement. I understood he was indirectly cautioning me to hit
the breakfast in time due to my late arrival.
The purpose of
my visit to Madurai was to deliver a session on selling and customer handling
skills; since my mind was preoccupied with the program, I was reflecting on
what the executive said in my communication skills module and was curious to
convert this as a topic for discussion. During the conversation with the
participants, I found that Madurai is a pilgrimage city; many hotels start an
early buffet to help the senior citizens to have an early breakfast to avoid
any health issues. Taking a clue from the participants, I was figuring out how
the executive could have communicated the message without sounding aggressive.
Let's first
revisit what the executive said, "Our complimentary buffet breakfast
closes by 10 A.M", and let's understand how he could have said assertively
– Since being a pilgrimage city, we start our breakfast early and close it by
10 A.M so that we can get ready for Lunch, I Request you to join us as per
schedule to have our hot and sumptuous breakfast."
The hotel
business comes under the hospitality industry, and guests expect professional
behaviour, which is the minimum standard for joining a hotel.
Customers will
forget the words but will remember the feelings; the executive had a tool to
either make me feel good or bad, and it was his communication skills. Communication is not
only about what is said but also about how it is said.
Though
food and infrastructure are essential for the hotel business, hospitality
repeatedly brings the customer back.
M.L.Narendra Kumar
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