Customers Like This Is Why You Need A Holiday
(Every year, we close the hotel for our annual holiday for 4-5 weeks mid-November to mid-December. This is widely published everywhere. We have a promotion with a well-known tour operator who issues vouchers for a menu for two. We get very little money for these vouchers, but it is good publicity and people have to book in advance for a date that suits both parties.)
Caller: “I have a voucher from [Tour Company], and I would like to book a table for [date].”
Me: “Sorry, that date is during our annual holiday. The hotel is closed at that time.”
Caller: “But I so wanted to come and eat at your restaurant.”
Me: “Sorry, we are closed at that time of year; can I offer you a booking for another date?”
Caller:“No, I want that date. Why is that not possible?”
Me: “The hotel is dark and cold, there are no supplies, the cold storage and everything is switched off, and the staff is on holiday.”
Caller: “Well, can’t you come back from holiday and open the restaurant for me?”
Me: “Sorry, but it is just logistically not possible.”
Caller:“That is lousy customer service. I demand you open your restaurant for me on that date I want.”
Me: “You expect me to fly back from Turkey on day eight of my two-week sightseeing tour, to reopen the hotel especially so you can have dinner with your voucher?”
Caller: “Yes! Now, that was not so hard, was it?”




