While certain challenges can’t be solved that doesn’t mean you should keep ignoring problems. A recent hotel visit reminded me of the importance of being proactive when addressing challenges that affect your business.
While working at a conference in Orlando, I noticed a sign about the hotel’s restaurant. It was strategically placed in the elevator and mentioned how the restaurant is much busier during certain morning hours.
The sign went on to say that during those peak times, service at the restaurant would likely be slower. Visitors were told that if they could arrive earlier, when it’s less busy, then they would receive faster service as well as a 20% discount.
This was a well executed marketing strategy designed to address the challenge of a busy restaurant. I imagine most visitors to the hotel are either attending a conference or going to a theme park. Neither group wants to be held up at a restaurant.
A bad experience at breakfast will likely be shared on social media, as well as hotel review websites. That hurts the bottom line more than giving people a 20% discount.
In this scenario, I’m assuming the restaurant can’t add more chairs, servers, or kitchen staff to solve the breakfast rush
Management chose to define the problem and offer a solution that included an incentive for pursuing that solution. Not everyone will take the offer but they have to appreciate they were told of the situation.
This is important because people don’t like surprises, especially when they don’t know what to do next. That’s a costly byproduct of ignoring problems.
It happens when you go to a business, like a coffee shop, and see that it’s closed for remodeling. There’s often a sign that basically says, “We’re closed and you’re out of luck.”
There’s no thought given to the customer, who still wants a cup of coffee. It would be better to have the sign direct people to a nearby coffee shop, even if it was a competitor. That way the customer still gets coffee.
Bad experiences cost you business or leave your team at work feeling disengaged.
In the office, whether it’s a copier or a restroom that’s closed, do you offer people an alternative or just let them try to figure out the situation on their own?
Productive people understand some problems can’t be entirely fixed. But they think ahead and offer solutions that can lessen the pain of the problem.
Maybe it’s time to bring Ken Okel to your next meeting…
