or can they go too far in the age of web-complaints?
Read about a couple that complained too much online,
and got BANNED FOR LIFE from a cruise line!
http://blogs.usatoday.com/cruiselog/2008/05/report-royal-ca.html?csp=34?se=yahoorefer
More info here:
http://www.expertcruiser.com/advice/royal-caribbean-says-get-out-of-here-to-couple/
******
These people (the Morans) are clearly
the "10%" that we talk about
who take 90% of your time/energy by complaining.
To be successful (and more efficient),
getting rid of that 10%
that's sucking up so many of your resources
gives you much more time
(and money, and energy)
to help the folks who LIKE doing business with you.
But how do you do this,
without it blowing up in your face?
The cruise line decided
it couldn't make these guys happy, long term.
So they banned them.
As someone who runs a property
that tries to keep guests happy,
this is a hot topic.
Do we always give in?
Do we let people "game" us into refunds,
or credits, or other compensation?
Or do we, at some point, put our foot down and say:
"Having concluded that we are unable
to meet the expectations of the Morans,
we have told them that they would be best served
by sailing with another company.""
*******
How about you?
What would you do
if this were your business,
and these guys were killing your online sales?
-Russ H.
Read about a couple that complained too much online,
and got BANNED FOR LIFE from a cruise line!
http://blogs.usatoday.com/cruiselog/2008/05/report-royal-ca.html?csp=34?se=yahoorefer
More info here:
http://www.expertcruiser.com/advice/royal-caribbean-says-get-out-of-here-to-couple/
******
These people (the Morans) are clearly
the "10%" that we talk about
who take 90% of your time/energy by complaining.
To be successful (and more efficient),
getting rid of that 10%
that's sucking up so many of your resources
gives you much more time
(and money, and energy)
to help the folks who LIKE doing business with you.
But how do you do this,
without it blowing up in your face?
The cruise line decided
it couldn't make these guys happy, long term.
So they banned them.
As someone who runs a property
that tries to keep guests happy,
this is a hot topic.
Do we always give in?
Do we let people "game" us into refunds,
or credits, or other compensation?
Or do we, at some point, put our foot down and say:
"Having concluded that we are unable
to meet the expectations of the Morans,
we have told them that they would be best served
by sailing with another company.""
*******
How about you?
What would you do
if this were your business,
and these guys were killing your online sales?
-Russ H.
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