09 March 2006

Why You Should Welcome Problems

If handled effectively, a guest complaint can be the key to increasing engagement

by Stefanie Julier
When guests report problems, this can be the perfect time for a hotel or restaurant to capitalize. That's because when guests' complaints are handled with excellence, they often become more engaged -- and even more likely to return or to recommend your business.
Stefanie Julier is Global Practice Leader, Hospitality, for Gallup.
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See also
Manage Your Human Sigma
Help! The Hotel Lobby Is Packed!
Fixing a "Sneaky Broke" Hotel
The Constant Customer

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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Copyright © 2009 Gallup, Inc. All rights reserved.
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