“They Can’t Get No Satisfaction.”

By John Hendrie

There are Patrons who never are satisfied with a Hospitality Experience.

I knew one of those selfish characters quite well. There are others lurking about. Dissatisfaction is part of their DNA, whether they are looking for attention, condescension, “I am smarter than you” mentality, or whatever. They exist and should be avoided, if possible.

These folks will always have a negative comment, typically leading to a visit by Management to assuage the situation. Naturally, nothing in the Hotel Guest Room is up to par. It might be the lights, temperature, television or the bed. Give me fresher towels, I need more soap, change my room. On the dining front, the dissatisfaction commentary ranges from a poorly stirred martini, cannot read the menu, return of the entrée, there is a draft. Airline counters entertain hundreds of these a day.

So, our staff whirls about, trying to correct the deficiencies, never understanding that no matter what they do, it is not enough. You simply will not please these people. They sometimes are loud, even screamers. Their faces become florid with distain and contempt. We try to draw them to the side, but it is their show. We can only soften and shield the noise and minimize disruption.

Interestingly, others in their party are just as horrified with this type of behavior. Yet, they are not enablers, just captives, for the behavior will not change. The association is embarrassing, and you just expect some scene will take place. It's coming, you just do not know what the focus might be. That's unnerving.

We do know that the loud and obnoxious always get attention, and we react, if for no other reason than to contain the outbursts from contaminating our space. That is the real lesson for our employees – placate the interruptions. Use all your skills to diffuse the situation, because we have other Guests who are watching and wondering.

And, these folks do get away with murder. Upgrades to suites, complimentary cocktails and gift cards, even free meals and “comped” services. They know exactly what they are doing, moving beyond the squeaky wheel to the shrieking monster. Their dander is up; the blood is coursing; they will have their moment.

If one of these Patrons arrives at your establishment, and you can identify the characteristics or are aware of prior history, mollify them if you can and then simply tell them they are no longer welcome. Retail does this quite effectively with those who abuse return policies. Maybe, that is the right term – abuse. Why take it, for running a business is tough enough. In-depth Customer Service Training can also give your staff some much needed expertise to diffuse and deflect. The Customer is always right, but not all the time!