Hotel and training centre, Melksham, Wiltshire
High quality accommodation for course delegates, business travellers and the leisure visitor too.

Search for:
Home Accessibility Bedrooms Book Here The Mouth Facebook Resources Find Us About Us Contact
Rules for a King

At Well House Manor, we're here to supply a service to customers. And the customer is King ... But even the King has to follow some rules

There are certain requests that we really cannot meet - the most extreme example I have personally had was a request for us to accept just twenty five pounds for a twin room, including breakfast.

Some of these requests will be try-ons. There's one woman I know who routinely complains about her room at every hotel she stays in in order to get an upgrade, and isn't against telling a few lies to help her case (she has never stayed with us, by the way!). Others will ask about something in all innocence, just wondering if we can help (a bar for example) and others may make an assumption that we offer a particular service when we can't - for example they might want their 12 year old to join them in a family room for the last night of their stay, but our insurance doesn't cover under 14s.

And it's always difficult - very difficult - faced with a customer and saying "Sorry - No". So here are three things to help:

a) We have a load of policies. And it requires at least TWO people to make a decision against a policy. So if the person on check out, alone, is faced with a customer who has a normal, payment on departure arrangement but is asked if it's OK for payment to be made next week, then the answer has to be "Sorry - no". And a phone call to Graham or Lisa if the customer would like to take it further. Even the MD [Graham] phones through and speaks with Lisa ... or Chris or someone in such a circumstance. This gives our staff the authority of the company, and doesn't lessen their position; the person getting you call will know full well the situation you're in "at the sharp end" and is there to HELP.

b) Know the policies, and know the REASON behind the policies, and explain them. "No - you need to pay when you leave. I know you are booked in again next week, but our cancellation policy allows you to change that booking and not come up to 11 a.m. on the morning. It's much clearer for everyone if each visit is paid separately. Customer are far happier if they no the reasons.

c) Offer sympathy / suggest an alternative. "We can't put your clothes through our laundry as there would be an insurance issue if they got damaged - and we're not trained as laundrymen. However, there's a laundrette in Melksham - I can tell you where - or we may be able to get them sent out for you".

As a follow up thought, here's a random list of policies that we have ... and everyone should be aware of.
* How late can I cancel?
* Can I check in early?
* Can you send the bill on?
* Can I have breakfast at 5 a.m.
* Can you get me a taxi to the airport?
* A lift to the station?
* Can I have a different room?
* Do you take Euros?
* I've got a meeting - can I come back and collect my belongings later?
* Can I meet with my customers in your lounge?
* Can you put a cot in the room for my baby?
* Can I order an evening meal?

Some - such as the laundry - are new questions that come from the blue. Try also
* Can I leave my car here until next week?
* Can I have a hire car delivered?
* Can I keep my medical samples in your freezer?
(written 2009-01-13)

 
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
G501 - Well House Consultants - Customer Service
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
  [4078] Train works for me! - (2013-05-02)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [3808] Can you put names to faces? - (2012-07-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3271] The importance of feedback - (2011-04-30)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3073] Customer Service - the boundary - (2010-11-27)
  [2961] Initial handling of phone calls and walk in visitors - (2010-09-19)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2124] Building down expectations - (2009-04-09)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2015] Service Excellence Awards - (2009-01-30)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1007] Friends and family - (2006-12-25)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [961] Products that our customers want more of - (2006-12-03)
  [944] Just ******* Google it - (2006-11-25)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [725] Better communication - (2006-05-19)
  [717] A customer service company - (2006-05-11)
  [650] A person of few words - (2006-03-18)
  [628] Active Learning - (2006-02-28)
  [621] And the staff put the icing on the cake - (2006-02-23)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [569] Instructions for bright people - (2006-01-19)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [552] Keeping Customers Informed - (2006-01-02)
  [482] Different ways of selling - (2005-11-01)
  [440] Upgrade! - (2005-09-09)
  [393] Trainer answers phone - (2005-07-28)
  [350] Want to be one better - (2005-06-17)
  [327] How far should our support go - (2005-05-28)
  [265] Business practise, 2005 style - (2005-04-03)
  [233] Giving customers best value - (2005-03-02)
  [195] Customer service - examples to warn us - (2005-01-30)
  [189] Tuesdays and Fridays - (2005-01-25)
  [150] Confession - (2004-12-13)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [91] On line every 24 hours - (2004-10-17)
  [72] On Customer Service - (2004-10-03)

M300 - Well House Manor - Behind the scenes
  [4302] Sunday is never quiet at Well House Manor - (2014-09-21)
  [3961] Well House Staff Party - (2012-12-22)
  [3844] Rooms ready for guests - each time, every time, thanks to good system design - (2012-08-20)
  [3743] Sunday - no longer a day of rest - (2012-05-28)
  [3093] How many toilet rolls - hotel inventory and useage - (2010-12-18)
  [2960] The Well House team - September 2010 - (2010-09-19)
  [2916] Testing the robustness of our hotel and training systems - holiday and sickness times - (2010-08-11)
  [2910] Robust - testing the system - (2010-08-09)
  [2396] Easing off in our 50s? - (2009-09-06)
  [2247] A day in the life of a hotelier - (2009-06-18)
  [2125] We have lost a regular business guest - (2009-04-10)
  [1973] Required Request - (2009-01-03)
  [1957] Why are cooks bad tempered? - (2008-12-22)
  [1948] Blame Culture - (2008-12-17)
  [1904] Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23)
  [1900] Table Topics - (2008-11-22)
  [1854] Three Seasonal Pictures - (2008-10-25)
  [1571] Await guests in the early hours - (2008-03-12)
  [1520] Terms and Conditions - Hotel, England - plain English - (2008-01-26)
  [1515] Keeping staff up to date on hotel room status - (2008-01-22)
  [1490] Software to record day to day events and keep an action list - (2007-12-31)
  [1441] On cancellations, rebooking, and pricing schemes - (2007-11-22)
  [1371] Hotel in Melksham at Christmas - (2007-09-29)
  [1369] One business, four different angles! - (2007-09-28)
  [1311] What do people look for on a hotel web site? - (2007-08-20)
  [1285] In the army, or in civvie street? - (2007-07-31)
  [1189] Meet, greet and welcome - (2007-05-16)
  [1179] Sizing sheets and other domestic issues - (2007-05-07)
  [1159] It can take more that one plus one to get two. - (2007-04-22)
  [1105] A week is a long time in the life of a conference centre - (2007-03-10)
  [1083] Behind the scenes - (2007-02-17)
  [1000] One Thousand Posts and still going strong - (2006-12-18)
  [951] What happened at Geekmas - (2006-11-28)
  [939] Swipe cards for hotel rooms - Security issues - (2006-11-23)
  [931] Before and After - Well House Manor - (2006-11-18)
  [927] Hotel door furniture - (2006-11-15)
  [897] Too much for the National Trust - (2006-10-18)
  [868] Smoking, or no - (2006-09-16)
  [813] Monday Morning at Well House Consultants Melksham - (2006-07-24)
  [769] King Edward VII - days of empire - (2006-06-20)
  [742] A visit from the solicitor - (2006-06-03)
  [677] Sympathetic development - (2006-04-09)
  [203] Holes in on line information - (2005-02-05)


Back to
Speaking all the languages
Previous and next
or
Horse's mouth home
Forward to
A good time to travel
Some other Articles
Automated server heartbeat and health check
tomcat-users.xml; what a difference a space made
Load Balancing - Hardware or Software?
A good time to travel
Rules for a King
Speaking all the languages
So sad to see you go
Melksham, Wiltshire. Town Crier Competition, 2009
One Cheer for Local Democracy - Asda in Melksham
Walk to Bowerhill
4300 posts, page by page
Link to page ... 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86 at 50 posts per page


This is a page archived from The Horse's Mouth at http://www.wellho.net/horse/ - the diary and writings of Graham Ellis. Every attempt was made to provide current information at the time the page was written, but things do move forward in our business - new software releases, price changes, new techniques. Please check back via our main site for current courses, prices, versions, etc - any mention of a price in "The Horse's Mouth" cannot be taken as an offer to supply at that price.

Link to Ezine home page (for reading).
Link to Blogging home page (to add comments).

You can Add a comment or ranking to this page
Hello. I'm Graham Ellis. If you have a question about the hotel, please ask me or

 

then book here

© WELL HOUSE CONSULTANTS LTD., 2014: Well House Manor • 48 Spa Road • Melksham, Wiltshire • United Kingdom • SN12 7NY
PH: 01144 1225 708225 • FAX: 01144 1225 899360 • EMAIL: info@wellho.net • WEB: http://www.wellho.net • SKYPE: wellho

PAGE: http://www.wellho.net/mouth/1991_Rul ... -King.html • PAGE BUILT: Thu Sep 18 15:30:25 2014 • BUILD SYSTEM: WomanWithCat