As we return to travel we should remember that as much as we have missed our international visits, people who work in the tourism industry have missed us just as much. During our trip to the Greek Islands in August we spoke with a number of folks; our tour guides, restaurant workers and cruise ship employees that all expressed gratitude and delight at being back to work.
But I also noticed they seem somewhat nervous waiting for the other shoe to fall. One of the unfortunate by-products of this global pandemic has been an increase in aggression towards members of the service industry. We can only hope that declines as the number of cases decline worldwide.
So to ensure that we all remember to appreciate others, despite our own additional stressors at this time, here are our secrets for getting the service you need, and deserve.
- Start By Being Kind
It may be a cultural bias, but Canadians are considered too nice. This is not a bad thing. I was raised to smile, make eye contact, and say please and thank you, as I am sure were most of you. Both Ken and I have worked in service and found that we were most likely to give our time, attention and hard work to those who are willing to work with us to resolve their issues. As my grandmother used to say “you can catch more flies with honey than vinegar”.
- You do have every right to expect your services to be operational.
If you do have an issue (such as heat, water or other facilities) in your hotel room or stateroom start with a call asking for the company’s attention to rectify the issue. A complaint should follow only if they are not responding. If you start at your maximum ire level there is no place to go from there.
- Consider what your complaint is about and if you have the right person to address it.
Is it really necessary to berate or yell at a hard working service worker? Do they have the capacity to address your concerns? Do you actually have a problem that needs to be solved? We all have bad days and sometimes the smallest transgression seems major in our minds. Before you file an actual complaint take a few minutes to reflect. Then if you proceed it will be for the right reasons.
- ve an actual compliant or is this just an attempt to get a credit or refund.
Public shaming on social media, complaints that your food was no good after you have eaten it all, a refusal to pay after having participated in the activity since it wasn’t what you were expecting all engage the same alarm. Do you actually have a complaint or concern or are you just looking to get a refund or credit? Perhaps it had worked in the past or you had heard that it did for someone else. It doesn’t seem fair to those who worked hard to give you a good experience and we all pay that price.
- If the problem only affects you than is it really everyone else’s problem.
We have all been on that one tour or excursion where someone did not get back to the bus on time. I have seen tour operators frantic to find a lost guest only to discover that they have left the tour of their own accord, or did not pay attention to the time limit. Despite the fact that the other 40 odd folks heard the correct time or followed the correct directions the late comer will hide their embarrassment with anger, attempting to blame the tour provider. A simple apology would suffice.
- Manage your own expectations.
Managing expectations often relate to the value of what you are getting compared to the price you are willing to pay. If you are booking an economy bus tour do not expect limousine service. Mass market cruise lines offer affordable cruises, not luxury amenities. A three star hotel is exactly that for a reason. You will have to wait in line for the best sites.
Far too often we have been witness to folks arguing with the vendor or provider that they were not getting what they thought they should have despite there being no evidence or promise to the contrary. Just because you want something does not mean that you are entitled to it.
Part of this also means you need to carefully read the contract under which you have secured the service. For example, a cruise line contract very clearly states that they can change the itinerary without notice or recourse. Often it is done to ensure the safety of all passengers due to weather or other conditions outside of their control. This does not mean you are entitled to a refund, in fact it is just the opposite.
I have found that most vendors and service providers want to make their guests happy. Failure to do so can impact their business and reputation. We have been persuaded that the client is always right, and that is not the case. A valid complaint or concern properly communicated will be addressed. Those who are kind and manage their own expectations will be pleasantly surprised at every turn by how accommodating and hard working others are on your behalf. That level of service will guarantee a great trip every time.