We went to AlHambra restaurant at the Sheraton the other day. We had a very bad experience over there. Something major went wrong with the dessert so we called the manager. He handled the problem in the worst way possible, I decided to leave the place and head back home, but my friend was so offended by the way he was treated that he stayed and took the problem to a higher level, then higher, till he reached the general manager.
At that point I was peacefully at home getting ready to sleep. My phone rang as I was getting into bed, and there was my friend telling me the following:
“I told the GM about the problem, and how they handled it, and he was more than great with me, he solved the problem, made feel better and just before leaving he insisted that I accept his offer. You won’t believe his offer.”
Me: What offer?
“He told me that you and your friend are invited to stay for 2 nights at one of the hotel’s suites, either at the 4 points or the Sheraton itself! We chose!”
“Even when I told him I’m not sure my friend would accept, he said that he is ready to pick the phone and call you and insist that you accept the offer! he asked for your phone number too”
We’re not decided whether we should accept this offer, but aside from that, isn’t that what all managers should do when a customer isn’t satisfied? I don’t mean every restaurant should get their unsatisfied customers a suite 😛 but just be professional about it, go that extra mile and show the people that you care and want to retain them as customers, for life!
They messed up big time, AlHambra and even the Sheraton’s image got shaken that day, but the way they ultimately handled the situation got me sucked right back in.
What do you say? Accept the offer or make a point by not accepting?