Yesterday we had a situation where the reception gave guest the wrong keys of their chalets and they are on they way to the chalet. So then me and Christene went to the chalet and waited for them there. When they arrived we told them about the whole situation and immediately apologize to the guest.
We told them that they must follow us to the reception to get the correct keys. When we arrived at the correct chalet the lady seems to be very irritated and angry. So I apologize to her and told her that we will follow the situation up and correct it immediately. But the whole time I stayed calm and friendly.
Here are some 6 steps that I personally developed:
1. Say Sorry and apologize
2. Make It Right
3. Make Sure They Are Happy
4. Follow Through – Make sure you follow through on the actions you agree to take.
5. Offer Them a Reason to Come Back
6. Improve
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