What are the 7 main points that the hundreds of homeless hotels in Australia have revealed at dinner?

A short time ago, about the Australian company because hotels do not refund canceled booking banquet money arrangements for 100 of homeless news brush over the network, then, such a friend in the circle of the news of the uproar of what is important? Hotel Gao Shen columnist, associate professor of Beijing Zhongrui Hotel Management College (Beijing), management consultant of the hotel management company, Mr. Wang Xingshun, said:

1, the result is more win

The outcome of this incident seems to be satisfactory, the Intercontinental Hotel has not suffered a loss of turnover, and Langley has done a successful charity and PR campaign. Social influence is estimated to be bigger than their original hospitality. The homeless have a once-in-a-lifetime meal.

2, the process is funny

Although the result is good but the process is inevitably comical awkward, do not refund the system inevitably let the customer chilling. It is rare for Langley to come up with a "don't want to waste" idea, and it is rare for intercontinental hotels to embrace such an arrangement. The traditional idea is that the hotel is not even welcome, but the Intercontinental in order to keep money bags, do not discriminate ragged tramp, also really call people fall below the glasses.

3. Beginner is suspicious.

Hotel down shelves The decision to entertain the homeless is really to "equality before God", not to climb the bar? Anyway, I refuse to refund the money. Is the budget for the homeless really for the homeless? Does the tramp really need to eat more of your one bite? I hope it's not for hype. Does Langley really want to be a charity? Or do you want to use a hobo as a prop to make a whole hotel? By the way, make things big and famous?

4, the system is rigid

Does the hotel accept the money you really can't retire? Is it a foreigner's brain axis or something else? Generally speaking, although the contract can not be retired, but the hotel really can not change the position for customers to think about it? Does the hotel really believe in deal? Will Langley ever come to the party again?

In the run-up to the session, the hotel prepared for the meeting, resulting in costs, but after all, the meeting is not open, it is not possible to produce a 100% of the cost, why not from the customer's point of view to return a part of the cost of not happening? Why do you have to get things wrong?

5. Communication is missing

Stand in the hotel person's standpoint, who also does not want to hand in business easy to fly away. But companies like Langley, which are paying a lot of money, should be seen as our premium customers, paying more attention to long-term cooperation with him than to the gains and losses of a single business. So even if you do not refund the work to do fine, let him be convinced. In order to do this, it is inseparable from effective communication.

Wouldn't it be a good idea if you can't get a refund? A simple "Whether you come or not, the money is absolutely not back" can you understand? The lack of communication in the hotel is evident. In fact, there are many ways to enable Langley to understand the reasons for not refunding, such as opening a cost list, including material preparation costs, management fees, and even the opportunity cost of pushing other bookings.

6, Attitude is arrogant

"One weeks to unsubscribe, a penny is not back, Australians are so well-behaved," this sentence is on the surface is in compliance, and even some of the domestic friends even expressed appreciation, but in fact is a customer's arrogant attitude. Even if the hotel has enough reasons not to refund, it may not be necessary to say so. It seems that the shop bully is not a Chinese patent, foreigners will also be this set. But never forget: The hotel is doing the service industry, the customer's arrogance is the service industry's biggest taboo.

7. The impact is complex

Although the actual outcome of the event is more than won, but things are not over, there are many unexpected effects. For example, what do the traditional guests of the five-star hotel think of me and the homeless at a hotel? While the Tramp is a customer at Langley, the Intercontinental Hotel, how does the hotel explain its market position?

Although there is no commercial law to provide the hotel reception who, do not receive anyone, but any mature commercial enterprises have their own clear market positioning and market segments, have their own set of target customer base. Messing up the target customer base is messing with themselves and messing with their peers.

And what is the psychological feeling of a homeless person after eating this meal? Is it just gratitude? who can guarantee that no one is more stimulated and more hostile to social injustice? These potential effects, have the vindictive sides ever considered?

There are poems as evidence:

Wonderful hotel wonderful guests, wonderful banquet to do the show;

Homeless people for props, seems to be a complete disaster.