The largest hospital network in Chicago had a large gala in a brand spanking new swank hotel on the river. This was no doubt one of the first large events held at the venue. The quantity of food was not sufficient for the volume of guests. Guests commented that they could not get enough food and drinks. The event reflected badly on the hotel and the event coordinators for the hospital network.
The event planners contacted the hot shot celebrity led New York real estate / hotel group to express their displeasure and ask for a concession. Their efforts were rebuff and answered with “Your guests ate way too much food.” My question to this hotel group would be “why are you open for business?” I can not believe that this organization’s philosophy is to insult clients. Given that there was an underestimation in the quantity that was consumed, the hotel's response to blame the client’s guest is idiotic. Actually any response where the restaurateur blames the client is idiotic. There is no better way to alienate a guest than to blame them.
Someday businesses will understand that it is a ongoing relationship, not a one shot deal, did I mention that the client was the largest hospital network in the Chicago. Build out for this hotel/condo project was in the billions. The representative of this hotel has just wasted a gazillion dollars in advertising. Leaders understand that one tiny moment of truth, impacts the story the enterprise tells. Leaders need to communicate that philosophy and insure that it resonates everywhere within the organization.
An idiotic confrontation by an unimaginative member of the organization trumped any possible service recovery.
