WHEN something goes wrong? HOW DO OUR MOST LOYALGUESTS FEEL
Apologise – whether you were the person who did it or not, apologising says “I’m so sorry you had to experience this”. Then it’s just focusing on an opportunity to recover, to reset and to get back on track. Listening. Just listening. When someone listens – not talking over me, not justifying, not saying ‘but this’ or getting defensive or awkward. HOW CAN HEARTISTS RESPOND BEST, WHEN SOMETHING IS NOT QUITE RIGHT?
Every now and again things go wrong. Every now and again something happens that nobody wanted. Someone will say something that’s off the mark, or there will be an expectation that's not met. And so, as a customer, it's really on me to provide feedback. And feedback, being a gift if we choose to see it that way, is our opportunity to take what somebody is saying and look at ways of improving things. Not to take it personally, but to take it as a performance enhancer. To make things better. It's never a personal attack. None of us want to be wrong – I just see it as helping to make things even better – because I know just how great things can be at Accor. I’ve seen it. Hundreds of times. Andrew ACCOR PLUS LIMITLESS MEMBER
What does feeling loyal feel like? Warm and fuzzy. Like a big and warm fuzzy family. You feel saf e a nd you feel welcome.
- JOANNE, ALL DIAMOND MEMBER
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