What according you is better ‘doing things right’ or ‘doing right thing’. If you are the believer in the later one, then this blog might make you rethink.
First let me tell you one story of my friend. He and his wife once went to Goa for a luxury trip during the new years’ eve. They had booked an A/C room in a 3-star hotel. But as it was busy season the hotel had unexpected guest to cater to. So, when they reached the hotel they were told that due to heavy booking there are no A/C rooms available. My friend was annoyed with the service of that hotel. But had no choice as all the other hotels were also over booked. Then the manager asked them to wait for an hour and after that he gave him the Deluxe A/C rooms with no extra charges, in compensation to the trouble caused. This made the couple more satisfied and loyal customer for the hotel. Now they always choose to go the same hotel whenever they visit Goa.
Now, to do the right thing would have meant to keep a room vacant when the guest, who had already made a booking, arrives. But what if the guest doesn’t arrive? The hotel will be loosing money on the lost customer. Thus doing things right implies that managing the situation and acting accordingly.
There is a term in Service Marketing called as “Service Recovery Paradox” which can explain the above mentioned situation. It can be defined as follows:
The “service recovery paradox” states that with a highly effective service recovery, a service or product failure offers a chance to achieve higher satisfaction ratings from customers than if the failure had never happened. A little bit less academically, this means that a good recovery can turn angry and frustrated customers into loyal customers. In fact it can create even more goodwill than if things had gone smoothly in the first place.[1]
According to me this concept should be used when uncertainty happens, and not purposely. This can do permanent damage to the reputation. The research has shown that it creates more goodwill, but there is a risk that you may loose the customer forever.
Read more about this concept here http://en.wikipedia.org/wiki/Service_Recovery
Reference:
[1]- http://designforservice.wordpress.com/2008/04/15/service-recovery-paradox/
Wednesday, December 2, 2009
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Hey
ReplyDeleteI like your writing.... till I went to the third source of information given here ( via your ref article to the article refereed there)
Check it if you have not Its More engaging
also
"Now, to do the things right would have meant to keep a room vacant when the guest, who had already made a booking, arrives."
isn't that doing right things
as it is the right thing to do to keep a room vacant for someone who booked it first if that is the principle you work with.
and rectifying your mistake is "doing things right( making things right)isn't it? See doing things right means something is not right and there is a correction.
whereas doing right things is the thing to begin with is right no correction but perfection.
i believe in the former and the blog reaffirmed my belief so i did not have to rethink :)
i guess iam clear but if you need to come back for more reply to my post
I will be waiting
Hey pal,
ReplyDeleteThanks for two things,
First for your appreciations and second for correcting me.
I have done the necessary corrections.
Keep visiting and commenting on my posts.
take care