After closing a sale with a very difficult
customer (the “customer from hell”), you indicated that
you would follow up on a special room layout request
and a minor menu substitution. During negotiations, you
developed a strong dislike and distrust for this customer
because of the unethical negotiation techniques he used.
Because of the demands made during negotiations, and
the fact that these requests were talked about after the
customer signed the contract, you are thinking about
forgetting the special requests and providing only the
services specifically outlined in the contract. What should
you do?
a. Provide all items specified in the contract and take
care of the special requests.
b. Follow up on the special request and add additional
fees to the final bill.
c. Provide only those items specified in the contract.
d. Contact the customer a few days before the scheduled
meeting and tell him you will be unable to fulfill
his special requests.