← How we do itWhen something has gone wrong for her
She is unhappy, and she is telling you.
The steps are how PALOMA has handled this. What you may offer to put it right is being confirmed — ask your manager before you offer anything.
- 1Let her finish.All of it. The interruption is what turns a complaint into a second complaint.
- 2Say you have heard her, before you say anything else.“That shouldn't have happened, and I'm glad you're telling me.”
- 3Ask enough to understand it. Not enough to interrogate it.You are getting the shape of what happened, not building a case.
- 4Put right what is yours to put right.A sauna, a small crystal, a drink are yours. Anything off a bill is a manager's.
- 5Get the right person if it is not yours.She should never have to manage her own resolution. You own getting her to whoever can.
- 6Tell her what happens next, and by when.
- 7Write it down.So the next person has it, and so PALOMA can see a pattern rather than an incident.
In boundsA complimentary infrared saunaA small crystalA beverageTaking responsibility for getting the right person
Out of boundsA discountWaiving a late-cancellation feeA retail discountDeciding on your own that a service should be comped