Some good friends became so as a result of constructive criticism my wife and I once gave.\u00a0 We\u2019ve never just said that\u2019s not very good, we\u2019ve always tried to say how we might improve it.\u00a0 Of course there\u2019s a risk you get thrown out of a place and told you don\u2019t know what you are talking about but by drawing out the positives (an Appreciative Enquiry<\/a> technique I try to apply when giving feedback) your opinion is usually valued.<\/p>\n And yet if you run a customer focused service business such as a restaurant or hotel you need constructive feedback if you are to improve and\u00a0Claus Moller got it right when he wrote the excellent book \u2018a complaint is a gift\u2019<\/a>.<\/p>\n Having decided on 10 days r & r the last thing on my mind was a bout of constructive criticism.\u00a0 However the majority of the people we met were so willing and genuine my wife and I felt obligated to spend time with the resort\u2019s management when issues started to arise.<\/p>\n What follows is an edited extract from the letter they asked me for (I\u2019ve removed any reference to names \u2013 it would be unfair) after the second meeting we had with the most senior member of the team on duty.<\/p>\n I am as promised documenting the \u2018issues\u2019 we\u2019ve had during our stay as a way of hopefully helping you and the rest of your team to build on the solid foundations you have.\u00a0 So I am going to describe each incident and then give you a few suggestions on behalf of us both as to how we think you might improve:<\/p>\n In your defence I should note the following:<\/p>\n The service in the pool bar, the piano bar and the buffet has been good: in the case of Vivian and Adimirys we have nothing but praise for their willingness to go the extra mile to provide exemplary service.<\/p>\n The facilities are good and the rooms perfectly acceptable especially those like 1182, which have been redecorated.<\/p>\n The manner in which you have dealt with our issues has been to your credit.<\/p>\n Ana and I have experience in the hospitality and service industries. We are happy to give you some suggestions in the hope it might help turn what is a good product into a great one:<\/p>\n The management circulated our letter to all heads of department and called a management meeting for the following day to discuss the ideas and suggestions.\u00a0 Subsequently we received a thank you and the offer of a complimentary stay should we choose to return which one day I am sure we will.<\/p>\n The business takes reviews people write very seriously and to its credit uses them as a discussion topic in management meetings.\u00a0 I know of other restaurateurs who shake when their smart phone alerts them to a new review as they\u2019ve borne the brunt of unfair criticism in the past.<\/p>\n In today\u2019s world service businesses cannot ignore criticism especially with social media tools available to the dissatisfied customer. They have to be willing to embrace it, be upfront and turn criticism into compliments and turn customers into brand advocates willing to give a more positive slant.<\/p>\n In our case I wouldn\u2019t hesitate to recommend the venue or the way they dealt with our issues (and in fact have in my own Trip Advisor review).<\/p>\n The British are uncomfortable with directness. It\u2019s probably why one of my Saudi friends said he preferred dealing with the Americans and the French because he knew where he stood with them as they said what they meant. We tend … Continue reading trouble in paradise<\/h2>\n
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suggestions for improvement<\/h2>\n
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so what happened as a result?<\/h2>\n
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