Hotel and training centre, Melksham, Wiltshire
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Turning potential customers away

I want happy customers ... which is why I turned down a golden booking opportunity a few minutes ago.

"Have you got a single room for tonight". Err - all of our rooms are double / twin, but we routinely let them as singles ... and we have rooms tonight, but we're full tomorrow night so it would be a good fit. But we're not just a bed for the night; I explain this, and that our pricing reflects the services we offer. "Oh - I was playing Golf in the area, and I've decided to have a drink with me mates and stop over - thank you for your help anyway" says my caller "I'm just looking for somewhere to sleep", and the phone conversation ends cheerfully on both sides.

I'm very happy to take fairly late bookings - phone calls that start with "we were looking to stay in Melksham - have found your number and we are in our car NOW looking at a grain silo, can you guide us" [last weekend] to people simply walking in during the afternoon - "have you got a room" [Wednesday] - both cheerfully and happily accommodated. But once it gets well into the evening, enquirers tend not to be well suited to Well House Manor. They are typically looking for a room, a single bed, and not much more. But we offer much more. And if we take the business, they end resentful of what they have paid for something that was far more than they wanted, and we're more likely to end up with a room that has not been respected in its use by that resentment.

I hope our gentleman found himself a bed; I can't imagine he would have a problem on a Friday night. I hope he enjoyed his drink - heck, if he ended up at the King's Arms or the Pear Tree he could simply roll upstairs. And if he goes for another round of golf tomorrow, he'll not be thinking how he was stung in Melksham. And I'll have a good night's sleep, secure in the knowledge that - whilst we are not full - we have a comfortable group of happy customers in.

Now - I need to print out a bus timetable, as some of our guests are going to Bath tomorrow; they asked about Park and Ride, but they're better advised to leave their car at Well House Manor and catch the 272 or 273, right outside our gate, into the City. Heck - we are "Melksham park and ride for Bath" as far as our guests are concerned, and withe the bonus of evening services back that you don't get at the conventional park and ride too!
(written 2009-07-24, updated 2009-07-25)

 
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
M152 - Well House Manor - Hotel Facilities
  [4644] In your room at Well House Manor, Melksham, Wiltshire - (2016-02-08)
  [4614] PC Plod - alive and scaremongering in Wiltshire? - (2016-01-04)
  [4582] A near-empty plate of pastries - sign of a breakfast enjoyed - (2015-11-22)
  [4521] Should we get an AA or Visit Wiltshire hotel assessment? - (2015-10-09)
  [4026] The coffee of the Stars comes to Melksham - (2013-03-04)
  [4019] Coffee Shop in Melksham - (2013-02-24)
  [3924] The bedrooms at Well House Manor - (2012-11-16)
  [3865] What makes Well House Manor different? - (2012-09-18)
  [3863] Five new fans at Well House Manor - (2012-09-17)
  [3831] Our Melksham Hotel is not quiet - but we are waiting to give you a quiet welcome. Big difference! - (2012-08-09)
  [3552] Melksham Training Centre and Hotel internet speed - how does it compare? - (2011-12-14)
  [3549] Well House Manor - perhaps the best hotel rooms in Melksham - (2011-12-10)
  [3437] Light bulbs - (2011-09-13)
  [3373] Another busy Week at Well House Manor ... pictures from the midweek - (2011-07-29)
  [3308] Behind the scenes - setting up a cafe - (2011-05-29)
  [3296] Dog, hotel, Melksham, Wiltshire? - (2011-05-21)
  [3212] Well House Manor - a home from home for the business and leisure guest in Melksham - (2011-03-26)
  [2847] Local information for Melksham Hotel Guests - (2010-07-02)
  [2559] Moving the product forward - ours, and MySQL, Perl, PHP and Python too - (2010-01-01)
  [2490] Friendly Hotel in Melksham, near Bath - (2009-11-02)
  [2424] A Winter Weekend Special at Well House Manor - (2009-09-26)
  [2216] Past Delegate Offer - Summer Holiday / Weekend Break - (2009-06-03)
  [2076] A New Advert for Well House Manor - (2009-03-11)
  [1328] Oliver says .... - (2007-09-01)

M400 - Well House Manor - The Hospitality Business
  [4613] Our best hotel customers help us ... to help them ... be our best customers. - (2016-01-04)
  [4603] Happy New Year. Our customers are our ambassadors - (2016-01-01)
  [4543] Saturday morning at Well House Manor - (2015-10-17)
  [4321] Are administration / review charges on hotel guests acceptable? - (2014-11-20)
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
  [4202] Excellent Railfuture conference, but some setup lessons - (2013-11-03)
  [4051] On reading a new hotel review - (2013-03-24)
  [4033] Official Star ratings for hotels - still worth having? - (2013-03-07)
  [3988] Three cheers for the staff at Well House Manor - (2013-01-24)
  [3909] Every Customer Counts - (2012-11-01)
  [3838] Guest review - Well House Manor, Melksham - (2012-08-14)
  [3832] A busy day at Well House Manor - so come in and make it even busier! - (2012-08-10)
  [3743] Sunday - no longer a day of rest - (2012-05-28)
  [3660] A Pivotal Incident - learning how to welcome your guests - (2012-03-18)
  [3309] Tipping Policy - Well House Manor - (2011-05-29)
  [3164] Brown - or Mrs Sally Brown, accountant from Whitstable? - (2011-02-10)
  [3147] Hotel star ratings - towards a better system of review - (2011-01-25)
  [2936] The service that customers should receive - (2010-08-27)
  [2879] Night Porter and reception - 24 hours a day? - (2010-07-20)
  [2724] Escapee Grandparents welcome - Henfield and Melksham - (2010-04-15)
  [2593] Food and drink launch - (2010-01-21)
  [2283] Everyone is in the customer relations business - (2009-07-12)
  [2007] Launch of Melksham Food and Drink Festival - (2009-01-24)
  [1877] Guests doing a bunk? - (2008-11-09)
  [1792] All the pieces fall into place - hotel and courses - (2008-09-10)
  [1622] An extra step - victory from defeat - (2008-04-25)
  [1548] Hotelympia - show report - the lighter side - (2008-02-21)
  [1445] Looking after you Christmas Customer Crowds - (2007-11-26)
  [1422] Wiltshire - speaker / after dinner talker offer - (2007-11-05)
  [1421] Castle Lodge Hotel, Ely, Cambridgeshire - (2007-11-04)
  [1284] An update on the West Wilts show ... - (2007-07-30)
  [1248] How NOT to oversell a hotel - (2007-06-27)
  [1180] Conjugation - (2007-05-08)
  [1161] A contrast in room rates and facilities - (2007-04-25)
  [1122] Hotel - online feedback forms compared - (2007-03-30)
  [1108] Express service - (2007-03-14)
  [1084] Writing terms and conditions for conferences and other events - (2007-02-17)
  [1048] Getting rid of people - hotel techniques - (2007-01-21)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1002] Meet the neighbours - (2006-12-20)
  [988] You should think you're first in a hotel room - (2006-12-15)
  [922] Staying at your own hotel - (2006-11-12)
  [884] Drive time - (2006-10-02)
  [774] Bed and Breakfast, or Hotel? - (2006-06-22)


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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.

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