Lettera ad un turista che scrive su Tripadvisor in inglese con risposta di un direttore incompetente
Dopo due lettere al turista che spedii da questo blog negli anni passati il clima negli alberghi continua a mutare. Il cliente, forse giustamente ma anche no, pretende sempre di più mentre le tariffe premono sempre verso il basso. Quest’anno mi affido ad un amico e la lettera ad un cliente, ospite di Giancarlo, diventa la lettera al cliente del 2015. Premetto, per chi non lo sapesse, che Giancarlo è una delle persone più generose che io abbia conosciuto, una persona stimata non solo dai suoi clienti – gestisce 3 hotel a Firenze – ma da tutti i suoi collaboratori e colleghi di altre strutture in giro per il mondo. Giancarlo è professionalmente orientato alla soddisfazione del cliente, nel suo spirito c’è l’innata vocazione al servire, servire nella più alta accezione del termine.
Ecco cosa gli ha scritto un cliente su Tripadvisor:
“Incompetent Management – zero customer focus”
This hotel has the potential to be good. But the management are doing all they can to completely disenfranchise their guests. My wife and I stayed at the hotel for 4 nights with 8 other family and friends who were in Florence for a wedding. The first week of July was really hot (35-38 degrees Celsius). There is a great bar on the ground floor that closes at 6:30pm – yes 6:30pm.
After that time if you want to relax with a drink you have to go to the rooftop bar where:
– there is almost no shade
– the heat was unbearable
– the drinks are hot and served in plastic cups
– the service is extremely slow
On each of the days we requested the air conditioned bar to remain open, at least until the sun went down and there some respite from the extraordinary heat on the rooftop bar. Whilst the bar staff were receptive, their hands were tied by management, who on at least two occasions chastised the bar staff for serving drinks 1-2 minutes after 6:30pm when they too had to go to the rooftop to endure the heat.
On the second day of our stay the rooftop bar was actually closed for guests to accommodate a private function – and even then the management wouldn’t open the ground level bar. We noted lots of guests trying to get a drink after 6:30 in comfort only to be completely bemused by its closure. So I cannot work out what they are trying to do- they certainly lost hundreds of Euros income from just our group. And really annoyed a lot of guests in the process.
The hotel really needs to revisit what the main mission in life is – servicing guests.
Ma Giancarlo è anche un raffinato giocherellone e, da buon fiorentino, è sempre determinato nel risolvere i problemi non rinunciando all’aspetto ludico del lavoro di chi opera nel mondo dei viaggi o del turismo. Ecco la sua risposta
I am the incompetent Manager with zero customer focus.
I am the manager who made your vacation terrible by not opening the downstairs bar… and I am the same manager who kept the rooftop bar open until 4 o’clock at night (usually it closes at 1 am…) because member of your group were enjoying the drinks upstairs.
I am the same manager which the day after had to respond the complain of the neighbors because your group was enjoying that drink until 4 am
I am the incompetent manager which is taking care of all the guests of the hotel and not only your group.
I am the incompetent manager which was taking care of all the clients at the rooftop during the event of the second day, because the rooftop was not closed to others as you mentioned, we never give it up for private event just to make sure every guest of the hotel will have the possibility to go upstairs.
I am the incompetent manager who does serve drinks in plastic cups near the pool because is following the regulation of safety for guest. So clients could enjoy a drink while bathing in the pool.
I am sure you have think this incompetent manager have done that to save money… well you are wrong because I would have saved money by using glass.
I am sorry for the heat upstairs. You know, I tried to provide clouds during your stay but I failed.
Anyway you could have used the first part of the rooftop which is covered.
Our architect (who made a miracle to realize the rooftop bar & pool) tried to ask the city of Florence to have the rooftop covered but he received a denial, probably he was incompetent, but most probably because in an ancient city like ours is not possible for preservations regulation.
But you know what, you are right and this incompetent manager with zero customer orientation will re-open the downstairs bar and listen to your words.
General Incompetent Manager
Buone vacanze a tutti!