f you were the manager of this hotel, what could you have done differently within your organization to insure this situation would not happen again?

the "eat local" Managers must decide both How (process) to lead organizational change and wn foods. In the What (content) to change in an organization. The example below highlights the erships to create difference between the how and what of change. Imagine that you are the general offers Red Bean manager of a major hotel chain and you received the following customer letter Caldo Verde soup of complaint: message about mit to using veri- this area over the A LETTER OF COMPLAINT had to evaluate jon's strategy and Dear Sir: There were profuse apologies and we were told As a customer of yours, I wanted to pro- city in the United that someone would be up immediately with vide you with our experiences at ATMI, your another key. glories, sodium, London, England, hotel.* I have reflected on my Within 5 minutes, someone met us with h example. By experience and decided to provide you with a key to a room on the 5th floor, a quick, fast , McDonalds feedback-particularly given your promise on response. However, when we got to the new Happy Meals your website-the Hospitality Promise Program. room, it was not made up! My wife and I arrived around 10 p.m. after Again I phoned the switchboard. The opera- how it could a flight from North America and the usual tiring tor said, "This shouldn't have happened. I will put d way to eat immigration procedures, baggage check, and you through to the night manager." I said that was would add finding our way to your hotel. The initial greet- not necessary, I just wanted a room. However, the and bacon ing was courteous and appropriate. We were operator insisted and I was put through to the checked in; the desk person asked if we wished a Quarter night manager. Again, there were profuse apolo- a room upgrade. After I clarified that this would gies and the manager said, "This shouldn't have a day on cost money, I declined that proposal. happened, I will fix this and get right back to you." he trend. We then went to our room on the 3rd I indicated that I just wanted a room-I didn't product floor, I believe, and discovered it was a disaster, want the organization fixed, just a room. The totally not made up. I phoned the switchboard manager repeated, "I will get right back to you." and was put through to reception immediately. We waited 5, 10, 15 minutes. Inexplicably, nagers, the manager did not return the call even though how an *The hotel name is disguised. he said he would. rapid- (Continued)(Continued) Finally, around 20 minutes later, I phoned In the middle of the night, as is the norm switchboard again. I said we were waiting for in many places, the invoice was delivered to a room and that the night manager had prom- our room. To our surprise, a $72 charge was ised to call me back . The operator said, "This is added to the price of the room for a "room probably my fault as I was doing work for the change." assistant manager." I did not and do not under- Of course, early the next morning, I queued stand this part of the conversation but again, I up to discuss this charge. The same reception was told that they would call right back. Again, person was still on duty. He motioned me for- I repeated, "I just need a room." ward and then immediately left to open up all I waited another 5 minutes-it was now the computer stations in the reception area. He 11 p.m. and we were quite tired-there was no had a tendency to not make eye contact. This return phone call. may have been a cultural phenomenon or it may My wife and I went down to reception, have been his dismay at having to deal with me waited , and after a brief time were motioned again. I cannot say. forward by the person who registered us ini- I showed him the invoice. He said, tially. I explained that we needed a room. He "Oh, there will be no charge for that room." said , "You were taken care of . You got a room." I said that I was concerned as the invoice did I stated that "No, I did not have a room, I just show the charge. He said, "It is taken care of." had two rooms that were not made up and we I said, "Regardless, I would like something to needed a clean one for the night." prove that there would not be another charge to Again, there were profuse apologies. The my credit card." After one further exchange and reception person then said, "Excuse me, just insistence on my part, he removed the charge for a moment, so I can fix this." I said, "Really, from my invoice. I just would like a room." The person at the My wife and I had a pleasant breakfast and reception desk went around the corner and appreciated it being complimentary. began to berate someone working there. This We thought that you would want to know went on for several minutes. He then returned of our experience. Customer service is a critical to his station, called me forward again, apolo- part of the hospitality industry and I am certain gized again, and located a third room for us. As that ATMI would wish feedback on experiences well, he gave us coupons for a complimentary such as these. breakfast . Iam interested in such things and look for- This third room was made up. It was "more ward to your reply. tired" than the previous rooms, but it was clean and we were delighted to find a spot to sleep. Yours truly, The list of things done poorly and the organizational issues that exist at this hotel are extensive. I is relatively