Your service should be a reflection of your mission and vision

In our last edition we began a series on the importance of trust in business and how does an individual or organisation build trust. We began by sharing an experience at a renowned high end hotel chain that boasted of impeccable service in a world where service extends beyond the walls of their hotels.

In summary, several bedbugs were sited on the mattress and sheets and a senior housekeeping staff corroborated guests’ complaints about bedbugs. She promised to report the incident to the Housekeeping Manager and have him contact me. The following morning, I waited to be contacted but no one did. I visited the reception desk before I proceeded to my meeting but was informed that the Housekeeping Manager was busy.

During the lunch break, I went back to the reception desk. I was told that the Housekeeping Manager was aware of my complaint and asked to hold on. I waited for fifteen minutes. Subsequently, he came out and said to me ‘Ms James, I was told about your complaint but that the hotel does not have bedbugs so I do not know where they would have come from’.

I was horrified. Was he implying that I brought them there? I had pictures and videos on my phone of bedbugs crawling all over the mattress in my hotel room, a housekeeper confirmed that it was not an isolated incident. However, the Housekeeping Manager was implying that the bugs originated somewhere other than the hotel- the same hotel with a commitment to care by providing enhanced levels of cleanliness.

I explained to him that although I may I appear to be a little black lady from a small island, that I have spent fifteen years in a five-star resort environment and that I am well-travelled; therefore, I know that the way he was handling the incident was not only unprofessional, but it contradicted the hotel’s mission, vision and care commitment that were displayed throughout.

I asked him whether he thought that conceding to evidence I was carrying on my phone was more damaging that if I were to sprinkle the Internet with the images and his response to me? It was only then that he mumbled a half hearty apology for my experience.

There are many people from the outside looking in who wish they could stay at hotels such as this one. The grass isn’t always greening on the other side. That experience has tainted my impression of that hotel’s brand.

Many businesses treat their mission and vision as cremated remains, but your company’s mission and vision are alive and constantly evolving. You will be judged by those statements you make to the public.

In closing, another one of David Horsager’s pillars of trust is consistency. “To gain sustainable and profitable trust, dealers must create customer-focused consistency.” Horsager said, “without consistency you are not truly trusted.”