Who do I complain to?

[pilotmono]

I will see that your comments re COP reach the appropriate individual.

 

[phillybeth]

Originally posted by pilotmono
I will see that your comments re COP reach the appropriate individual.

And exactly who are you, and how do you intend on doing that?

 

[Planogirl]

pilotmono is the name. I can guess at least what this poster does.

What is it with Tom Sawyer's Island anyway? Maybe it's just me but it seems like it's been down in one way or another for a VERY long time.

 

[manning]

What type of Corporation did you work for? There is a big difference between manufacturing and the Hospitality Industry.

But the principles are the same. If it is making a widget or a bed. It takes time and money to do it over again. Make that bed and clean the room right the first time and more rooms can be done with less people.

Whether manufacturing or hospitality the errors/mistakes can be charted and corrected.

In manufacturing, rejects are your errors. In hospitality, complaints are your errors.

 

[WDSearcher]

Originally posted by manning
But the principles are the same. If it is making a widget or a bed. It takes time and money to do it over again. Make that bed and clean the room right the first time and more rooms can be done with less people.

Whether manufacturing or hospitality the errors/mistakes can be charted and corrected.

In manufacturing, rejects are your errors. In hospitality, complaints are your errors.

True ... but in manufacturing, it's objective. The widget is either working or it's not. In hospitality, it's more subjective. Something that bothers you may not phase me. Certain things -- cleanliness, for example -- may be universal. Other things, not so much. I may hate an attraction you consider one of your favorites. You may complain because there's a crumpled up brochure littering the sidewalk; I may pick it up and throw it away and not really care. I may want to outlaw double strollers; you may have twins. You may think that ticket prices are outrageous; I may think they're fair. So, while errors and mistakes can indeed be charted and corrected in both industries, there are more things to consider when looking at complaints in a subjective industry.

 

[Mickmse2002]

Originally posted by WDSearcher
True ... but in manufacturing, it's objective. The widget is either working or it's not. In hospitality, it's more subjective. Something that bothers you may not phase me. Certain things -- cleanliness, for example -- may be universal. Other things, not so much. I may hate an attraction you consider one of your favorites. You may complain because there's a crumpled up brochure littering the sidewalk; I may pick it up and throw it away and not really care. I may want to outlaw double strollers; you may have twins. You may think that ticket prices are outrageous; I may think they're fair. So, while errors and mistakes can indeed be charted and corrected in both industries, there are more things to consider when looking at complaints in a subjective industry.

Excellent point. I have replied in different threads revolving on the issue of subjective measures of quality and Disney performance that what someone finds acceptable, unacceptable, superior or inferior is really in the eye of the beholder.

 

[Lebjwb]

Originally posted by WDSearcher
True ... but in manufacturing, it's objective. The widget is either working or it's not. In hospitality, it's more subjective. Something that bothers you may not phase me. Certain things -- cleanliness, for example -- may be universal. Other things, not so much. I may hate an attraction you consider one of your favorites. You may complain because there's a crumpled up brochure littering the sidewalk; I may pick it up and throw it away and not really care. I may want to outlaw double strollers; you may have twins. You may think that ticket prices are outrageous; I may think they're fair. So, while errors and mistakes can indeed be charted and corrected in both industries, there are more things to consider when looking at complaints in a subjective industry.

Exactly. Well said!

 

[Lebjwb]

To help illustrate the point: My resort is on top of a mountain surrounded by 27 thousands acres of forest...you know...fresh air, lake, trees...a respite from the NYC area.

Last month a guest complained at 5:30 a.m. that there were birds singing outside her window and that they woke her up. "How dare you allow such a thing!" was her complaint to hotel management!


Go figure

 

[manning]

Funny I am seeing the same logic playing out here as when we implemented the program at our company.

Broken door & drawer, hair in the sink, stains, dirty sheets (had one at another hotel with crap on it, guess the wife got real subjective on that one).

You define your major objectives. When you start to reach your goals the minor ones will start to get better also.

We were surprised in the improvements in ereas we didn't think about or put aside for future targeting.

It can't be done attitude............... You failed before you got started.

 

[Lebjwb]

Originally posted by manning
Funny I am seeing the same logic playing out here as when we implemented the program at our company.

Broken door & drawer, hair in the sink, stains, dirty sheets (had one at another hotel with crap on it, guess the wife got real subjective on that one).

You define your major objectives. When you start to reach your goals the minor ones will start to get better also.

We were surprised in the improvements in ereas we didn't think about or put aside for future targeting.

It can't be done attitude............... You failed before you got started.

OK, let's try to explain it this way; The Hotel opens up for the day spotless. While you were sleeping a crew has shampooed all the carpets in the lobby. 8:01 a.m. the Jones family with 4 kids in tow enters the lobby where one of their kids has now dropped a Snickers bar and playfully ground it into the clean carpet. 8:03 a.m. you walk into the lobby and see the stain, thus pronouncing the establishment a pig sty. Should the Hotel provide a member of it's stafff to follow each and every person around with a broom, sweeping up after them? Of course not, neither practical nor profitable.

At your widget factory one inspector on the assembly line notices the widgets are now coming off the line painted green instead of purple. He shuts down the line flips a switch and bingo, presto, the widgets are purple again. That's the difference between manufacturing and hospitality.

The next time Thanksgiving rolls around, invite 25 friends and family over to your house and see if you can keep all the dirty glasses and dishes in the kitchen at the same time. Keep all the crumbs off the carpet every second while they are there. Has the toilet clogged? Plunge it. Has the light bulb gone out. Change it. Is the garden weed free and the lawn mowed to exacting standards?

Be of good cheer when Aunt Edna tells you she thinks your a miserable host in spite of all your efforts, because you haven't provided her with her favorite after dinner mint or you failed to fork split her English Muffin!

Now think of the effort the CM's provide you and everyone else.
Thank one the next time you're there!