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 articlesM300 - Well House Manor - Behind the scenes 
Holes in on line information - (2005-02-05) 
Sympathetic development - (2006-04-09) 
A visit from the solicitor - (2006-06-03) 
King Edward VII - days of empire - (2006-06-20) 
Monday Morning at Well House Consultants Melksham - (2006-07-24) 
Smoking, or no - (2006-09-16) 
Too much for the National Trust - (2006-10-18) 
Hotel door furniture - (2006-11-15) 
Before and After - Well House Manor - (2006-11-18) 
Swipe cards for hotel rooms - Security issues - (2006-11-23) 
What happened at Geekmas - (2006-11-28) 
One Thousand Posts and still going strong - (2006-12-18) 
Behind the scenes - (2007-02-17) 
A week is a long time in the life of a conference centre - (2007-03-10) 
It can take more that one plus one to get two. - (2007-04-22) 
Sizing sheets and other domestic issues - (2007-05-07) 
Meet, greet and welcome - (2007-05-16) 
In the army, or in civvie street? - (2007-07-31) 
What do people look for on a hotel web site? - (2007-08-20) 
Customer feedback - lifeblood of a business - (2007-08-25) 
One business, four different angles! - (2007-09-28) 
Hotel in Melksham at Christmas - (2007-09-29) 
On cancellations, rebooking, and pricing schemes - (2007-11-22) 
Software to record day to day events and keep an action list - (2007-12-31) 
Keeping staff up to date on hotel room status - (2008-01-22) 
Terms and Conditions - Hotel, England - plain English - (2008-01-26) 
Await guests in the early hours - (2008-03-12) 
Providing exceptional service - and carrying on doing so. - (2008-05-09) 
Three Seasonal Pictures - (2008-10-25) 
Table Topics - (2008-11-22) 
Ruby, Perl, Linux, MySQL - some training notes - (2008-11-23) 
Blame Culture - (2008-12-17) 
Why are cooks bad tempered? - (2008-12-22) 
Required Request - (2009-01-03) 
We have lost a regular business guest - (2009-04-10) 
A day in the life of a hotelier - (2009-06-18) 
Easing off in our 50s? - (2009-09-06) 
Robust - testing the system - (2010-08-09) 
Testing the robustness of our hotel and training systems - holiday and sickness times - (2010-08-11) 
The Well House team - September 2010 - (2010-09-19) 
Initial handling of phone calls and walk in visitors - (2010-09-19) 
How many toilet rolls - hotel inventory and useage - (2010-12-18) 
Sunday - no longer a day of rest - (2012-05-28) 
Rooms ready for guests - each time, every time, thanks to good system design - (2012-08-20) 
Well House Staff Party - (2012-12-22) 
Sunday is never quiet at Well House Manor - (2014-09-21) 
The changing face of Christmas - (2014-12-26)G501 - Well House Consultants - Customer Service 
On Customer Service - (2004-10-03) 
On line every 24 hours - (2004-10-17) 
Feedback shows the tip of an iceberg - (2004-11-22) 
Confession - (2004-12-13) 
Tuesdays and Fridays - (2005-01-25) 
Customer service - examples to warn us - (2005-01-30) 
Giving customers best value - (2005-03-02) 
Business practise, 2005 style - (2005-04-03) 
How far should our support go - (2005-05-28) 
Want to be one better - (2005-06-17) 
Trainer answers phone - (2005-07-28) 
Upgrade! - (2005-09-09) 
Different ways of selling - (2005-11-01) 
Keeping Customers Informed - (2006-01-02) 
May all your screw-ups be big ones - (2006-01-16) 
Instructions for bright people - (2006-01-19) 
Been on a course, but still not got it? - (2006-02-16) 
And the staff put the icing on the cake - (2006-02-23) 
Active Learning - (2006-02-28) 
A person of few words - (2006-03-18) 
A customer service company - (2006-05-11) 
Better communication - (2006-05-19) 
Forum help - a push in the right direction - (2006-08-21) 
Eventful evening - a lesson in looking after contacts - (2006-09-02) 
Just ******* Google it - (2006-11-25) 
Products that our customers want more of - (2006-12-03) 
CSL, KISS and RTFM - (2006-12-05) 
Friends and family - (2006-12-25) 
Bounce, bounce, bounce - (2007-01-20) 
Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09) 
Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17) 
An answer to a student asking 'Help' - (2007-11-27) 
Pictures you can use - for free - from our library - (2008-01-23) 
Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09) 
23:30 bookings and midnight checkins - (2008-10-12) 
Learning to program as a part of your job - (2009-01-10) 
Service Excellence Awards - (2009-01-30) 
Why Choose Well House Consultants for your course? - (2009-02-20) 
What do people think of our Apache httpd / Tomcat course? - (2009-03-24) 
Building down expectations - (2009-04-09) 
Alumni - revisiting and supporting the old University - (2009-06-13) 
Questions I have been asked on answering the phone - (2009-06-26) 
Taking a knock over Santa - (2009-12-08) 
Getting a phone line changed ... - (2010-02-25) 
Getting in touch - Please allow me to see you when you are online - (2010-07-21) 
Customer Service - the boundary - (2010-11-27) 
Thank you - and Happy Christmas - (2010-12-24) 
The importance of feedback - (2011-04-30) 
It's not just about the jam in the sandwich - (2011-05-19) 
New product - ensuring that supply matches demand - (2011-08-03) 
Can you put names to faces? - (2012-07-19) 
The Information age - not yet truly with us? - (2012-08-12) 
Palty or Parliamentary? - (2013-04-30) 
Train works for me! - (2013-05-02) 
Not wanted here - hotel guests who will not be happy - (2013-12-30)
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