S2018 Ep10: HUMAN ELEMENT WINS EVERY TIME - Business Jazz Podcast

Paul O'Mahony & Roger Overall chat about

The Hotel

First, you hear ongoing conversation about what it's been like for Roger & Paul to talk with each other.

"Discovering what you don't know is learning..."

[There's a dog in the corner of Paul's kitchen - Louis the English Setter may guest on this show.]

Whining ... complaining ... leads to Roger's hotel experience in UK.

The hotel Roger & John (UK Sales Director) was :
excellent booking pristine bed shower hot & powerful room to hang up the suit plenty of plugs Wifi not needed bathroom light repaired immediately ideal location big power brick

Location: Bishop Stortford (Hertfordshire, England, population 37,000) near Stamford Airport

What's Roger's complaint? This is a poignant story about how to upset customers a lot.

The human contact (or absence of it) ... 

The personal touch (or lack of it) ... 

The communication (or a comedy of errors)...

Roger's never described his upset feelings in such graphic terms (at least not on this podcast)

"Hostile" - "Antagonise" - "Aggressive" - "Sinistre"

A pregnant woman intending customer features in the story.

"Antagonism" - "Lying" - "Passive-aggressive"

High point on the show may be :

• Roger defending Ireland's reputation.

"Ireland - It doesn't rain unnecessarily" (new national strap line?)

"Eerie" - "Hostility" - "Insulted" - "Aggressive"

"What's your problem?" she said to the pregnant lady...

This hotel is Fawlty Towers without the charm. You better stay in another hotel.

How do you describe a hotel like this?

What makes the experience of a 5-star hotel?

Paul suggests we bring a hotel manager or hotel reviewer on the show. ________________ What did Roger learn that's useful to listeners

• The human element matters most
• The product may be excellent - but if the experience of the human is not nice - that detracts from everything ...

The formula 

If P = +

"+ & - added = -

(This is work in progress.)

If your product is rubbish - you're done for ...

If your product is brilliant + you don't treat people in a way they think is good - you're also on a very sticky wicket ...

"Why was the "heavily pregnant woman" more effective than you were"

Roger says: She met aggression with aggression.

Paul asks: Was she assertive?

Contact us 

Roger Overall at showandtellcommunications.net

Paul O'Mahony at @omaniblog on Twitter (& other social media) & @ Show & Tell Communications

PS - "cut out self-disparaging remarks" asks Paul.