WHNetwork Blog

For me, this past week was all about working for love, not money. In a perfect world, everyone would be passionate about their job. But what are you will to do, even if they don't pay you? Either because you love what you are doing that much, or because you are passionate about a cause that you are working for. These are the thing I was willing to do without pay this week:

On Saturday - through coincidence and serendipitous circumstances - I wound up cooking dinner (along with cohort Willy Brooke) for food & wine writer David Latt and his 5 guests, at Villa Andrea, one of the Beautiful Places properties. Besides his own blog, www.menwholiketocook.blogspot.com, David's writing appears on the NY Times and Huffington Post sites, among others.

I had only one day's notice, so really needed to pull it together quickly. Of course I wanted to showcase the local bounty; hmm, what to serve???

Here is what we came up with:

Parmelee Hill 2007 "Darcy" Marsanne/Rousanne & Parmelee Hill 2005 "Block B" Syrah
Thanks Steve Hill!

Tin Barn Vineyards 2006 Sauvignon Blanc Sonoma County, Bennett Valley, Dry Stack Vineyard &
Tin Barn Vineyards 2007 Pinot Noir Carneros Sonoma, Ricci Vineyard
Thanks Sandy Maus!

Nicholson Ranch 2007 Pinot Noir, Estate
Thanks Ramona Nicholson!

Loxton Cellars 2005 Syrah, Sonoma Valley
Thanks Chris Loxton!

Menu:

House Smoked Trout on Baguette with Cream Cheese, Cornichons, Shallots, Capers, Grape Tomatoes

Crab Cakes with Garlic-Red Pepper Aioli

Five Lilly Soup with Crispy Leeks

Caesar Salad with Vella Pepato

Duo: Beef Tenderloin and Herb Crusted Rack of Lamb with Syrah - Port Reduction
Truffled Mashed Potatoes Asparagus with Preserved Meyer Lemons and B.R. Cohn Olive Hill Estate Picholine Extra Virgin Olive Oil
Thanks Vallerie Cohn!

Cheese Course with Fresh Fruits, Marcona Almonds and Vella Cheeses: Mezzo Secco, Toma, Jalapeno Jack

Wine Country Chocolates: Cabernet Sauvignon & Port Truffles
Thanks Betty Kelly!

It was such fun to be able to show off some of the bounty of Sonoma to David - we hope he had a great time!

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Next it was time to prepare for the Sonoma Valley Rotary St Patrick's Day Party!

This is one of my club's biggest fund raisers. We sell a maximum of 1000 raffle tickets for $50/each. The winner - draw at our St Patrick's Day Party (open to the public) wins their choice of $10,000 cash or a trip to Ireland for 2.
Cooking a corned beef dinner for 250 is challenging out of a small kitchen! Thanks to a great team of volunteers, the day went smoothly. After cooking all day, it was time for dancing to the Rich Little Band. (Rich and his wife Joan own Little Vineyards)

I am sorry to report that I did not hold the winning raffle ticket! However we did raise quite a bit of money for some great causes, including The Boys & Girls Club, The Education Foundation, The Sonoma Community Center, El Nido Teen Center and more.

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This week we announced that the upcoming WineAndHospitalityNetwork.com "Industry Insider" Events will benefit Vineyard Worker Services.

Vineyard Workers Services is a non-profit which provides farm workers with temporary housing, affordable medical assistance, educational opportunities for their families and emergency services and assistance.

We are excited to be able to partner with a great organization that provides such an important service to our industry and an underserved part of our community.

Upcoming "Industry Insider" Events:

The Hess Collection, Napa, CA, May 28th

Nicholson Ranch Winery, Sonoma, July 27th

Do you have a food product you would like to showcase to 300 industry professionals at an event, as well as receive banner space and ezine recognition?
Call Margie at 707-933-0687 or email Margie@OTLConsulting.com for more info.

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Yesterday I was up at Sam Keen's place working at the Trapeze (one of my passions) for the filming of an 'at risk' youth group coming to learn to fly. It is a gift to be able to give youth facing some serious personal challenges the opportunity to work on issues around fear, trust, control and letting go.

We will be using the film to assist in our fund raising efforts so that we will be able to bring more youth up to experience the flying trapeze.

Do you have an interest in learning to fly?

Check out TrapezePro for info on lessons.

Read Sam Keen's book: Learning to Fly: Reflections on Fear, Trust and the Joy of Letting Go

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So many wonderful things to support, so little time...

What do you support? Tell me what you are passionate about...

-Margie

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Outside of the Beer/wine/spirits industry, I have been a group exercise instructor for many gyms for over 19 years. I don't do it for the money, but because I absolutely love what I do. I spend more on music, outfits, shoes and time than I do getting compensated. I just love to teach and motivate new members. I would also promote certain brands of liquor that I believe in or drink myself. What about you???? Liz

Liz Soliz

If you are a business owner, or even manager, this has got to be one of your worst fears. Someone files a sexual harassment claim against you. Now not only do you have legal trouble, but you envision your bank account and future going down the drain, while also having to deal with what others think, including your own family.

Yes, sexual harassment is real and there are good reasons for the laws that we have. It can damage, or even ruin, the lives of those who are affected. But what if it's not true?

I have to make it clear that most protestations of false allegations are most likely themselves false allegations. Many people who harass think there is nothing wrong with their conduct and that this which makes the accusation false. It does NOT. Also, a “false” allegation isn’t the same as “cannot be proven” which is the end result of many harassment investigations.

There are also many "misunderstandings" where someone misinterprets something or hears something other than what is really meant or being said.

I remember attending a sexual harassment prevention seminar years ago where a film clip was shown and then we were asked "Is the behavior you just saw sexual harassment?" There were about 40 people in the room. Every male said "no, it was not" and every female said "yes, it was." Hmmmm...

The following article just appeared in the San Louis Obispo Tribune. Who knows who is telling the truth or what really happened...

Dick Niner testifies that the sexual advances alleged by a former employee never happened
by Melanie Cleveland - mcleveland@thetribunenews.com - San Louis Obispo Tribune - http://www.sanluisobispo.com/183/story/647084.html

Winery owner Dick Niner testified Tuesday that sexual advances a former employee alleges he made to her never happened.

Niner’s wife, Pam Niner, also said that the former employee used her “feminine wiles” to advance in his Paso Robles-based company, and that the plaintiff acted in a “pandering” manner toward her husband when she visited the couple at their Wyoming home.

Niner, a Paso Robles winery owner and venture capitalist, is accused of making unwanted sexual advances to Tammi Herron, a former sales representative for his business.

Herron’s lawsuit also alleges that Pam Niner and Mike Musso, general manager for Niner Wine Estates, tried to force her out of her job when Pam Niner realized her husband had more than a professional interest in the employee.

Herron worked for Niner Wine Estates for four months before she resigned in November 2007.

Niner and his company deny the charges contained in the civil suit, a type of litigation that represents one side of a story.

Although he found her “attractive,” Niner said during testimony Tuesday that he never thought of her as anything more than an employee.

In Tuesday’s proceedings in San Luis Obispo Superior Court, Herron’s attorney Brian Osborne played a videotape to the jury of a deposition of Pam Niner. In it, she described Herron during her stay with the Niners in their Jackson Hole, Wyo. home as a “house guest from hell.”

Herron claimed in her original complaint that her work environment changed after she stayed as a guest in the Niners’ Wyoming home in August 2007.

Dick Niner paid for her and her children’s round-trip flights, sponsored Herron’s daughter at a Wyoming summer camp and offered Herron a place to stay for a week.

According to Pam Niner’s deposition, Herron “only spent time talking to Mr. Niner.” Herron’s behavior to her husband was “a lot of pandering … very supportive and comforting and bizarre.”

“He would be explaining business things, and she would say how brilliant he was. I thought it was absurd,” Pam Niner recalled.

Herron also spent “an inordinate amount of time in the bathroom” and “never lifted a finger” to help with household duties, Pam Niner added.

She also called Herron one of those women who “too often use their feminine wiles to get jobs and advancement. … (She is) much more interested in men who could do something for her than those who can’t.”

She denied having discussions with the general manager to pressure Herron to leave her job.

“I assumed that would take care of herself. ... I didn’t think she could do the job. It was clear she wouldn’t last long,” Pam Niner said.

When Dick Niner took the stand, he denied Herron’s allegation that he acted and said inappropriate things to her.

Herron claims Dick Niner told her he loved her while they were at the bar of the San Luis Obispo restaurant Koberl at Blue. She also contends he tried to negotiate to see her more frequently, and then later kissed her with an open mouth twice in her car as she dropped him off at the Niner Wine Estate office.

“The events (that she alleges) didn’t happen. … I’m loyal to my wife. I have been for 37 years,” he said.

The jury also listened to voicemail messages that Herron recorded from Dick Niner that she alleges took place after her resignation from the company. In them, Dick Niner expresses concern over her leaving the company and not returning his calls.

“I think I know what’s up,” he said at one point on the recording. “I think I know what you’re going to try to do, and that worries me even more.”

Dick Niner explained to the jury he was also worried she was building a case to sue the company — not from anything he said or did, but because she had received objectionable e-mails from his general manager, messages that he had requested she forward to him, but he had not yet received.

“I assumed she was upset at the way Musso was treating her,” he said.
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How do you keep yourself - and your company - safe?

-Margie

It seems the news is the same every day “Recession!” “Poor economy!” “Stock Market down!” But what can you do to make lemon-aid out of lemons during these turbulent times? Especially in regard to employment?

First let’s look at it from the employer’s perspective:

During economic good times, the best performers are quickly snapped up by those “employers of choice” who can pay higher salaries and which then command their loyalty. Often these employees are kept by those companies even through recessions; they are that valuable. But this is not always the case…

Many star performers are let go out of economic necessity, and this can provide small businesses the chance to hire truly top performing employees that they might not get a chance at during boom times.

Another upside is that many eligible young workers have trouble finding employment during a recession, and this labor pool is one that may simply be unavailable to small businesses in a thriving economy, when most young workers are immediately snapped up.

So, as an employer, how should you take advantage? After all, didn’t we just acknowledge that were in a recession? It’s not exactly the time to staff up is it? As difficult as it may seem, now is the time to truly assess each of your team members’ individual strengths, weaknesses and contributions to the team, and to consider whether or not they are the best fit for your company. If they are not the right fit, it's time to find someone who is. Things to consider are:

1. Are this person’s unique skills and talents fully utilized in his/her position?

2. Does this person fully contribute what you need/expect from them in their their position?

3. Is this person happy in the job? With the company?

4. If you have answered no to any of these, is there another position within the company where this person would be better utilized?

Now is the time to rethink and realign your team so that each person’s skills and talents are maximized to be the best fit for your company, and for their job satisfaction. If there are workers who are not the right fit, now is the time to find that star performer who is.

Hiring bright, energetic, and loyal employees during a recession means your business has a better chance of riding the hard times out, and these hires will reward you with loyalty.

What if you are the one looking for work?

Most of the same old “job seeker” rules apply, however their importance becomes even greater. During “hard to hire” times, many employers look past poorly written resumes, non-personalized cover letters and other small (or sometime even not so small) transgressions, simply because they had no choice. Unfortunately, it leads job seekers to lose focus of these details. Now it’s more important than ever to get focused and pay attention to the details; use the checklist below to start:

* Have you read the job posting and requirements thoroughly?
* Do you meet ALL of the requirements?
* Do you posses the experience and education the employer is looking for?
* Are you in the geographic area of the job?
* Have you listed your work experience, including company names, titles, dates of employment and your responsibilities for each position?
* Have you proof-read your profile until you are absolutely sure is how you want it to appear? (It usually pays to have another set of eyes read it as a back-up)
* Have you customized your cover letter specifically for that/company/person/position?
* It’s not required, however you may wish to enclose a written professional reference or two.

There’s also a great article out by Mark Jewell called 8 Technology Etiquette Tips for Job Seekers – Read it and then:

* Network, network, network Let everyone know you are looking for work.
* Be flexible (this means pay, location, title, hours)
* Consider what other types of work might appeal to you and that you have the skills for.
* Get additional education or training.

And as with everything – remember that attitude is everything. Most of the job seekers I speak to are using this as a time to really identify what their passion is and what they truly want to spend their time doing. So plug into your passion and build the future you envision!

-Margie

I hadn't planned on a follow-up to last week's topic, "Is there such thing as too much guest service?" However, given the vast amount of responses I received it seems warranted. The question will remain though -- how do you measure what your guests think?

When I wrote the article, I wondered if it I was only who felt the way I did. After all, I really haven't heard this being discussed; have not been aware of this even being on the radar. However, based on your comments, perhaps it should be. It also made me wonder if the same is true in restaurants. Are customers leaving your place for the place next door because you're providing "too much" service?

I know that one thing that makes me avoid frequenting a restaurant is aggressive plate clearing. Yet it happens, if not constantly, then at least regularly. Does this happen to you? (Or is your restaurant guilty?) You are enjoying a course, enjoying the company, and in the middle of it, the server or busser asks, "May I take your plate?" No, actually, you may not. You see, I am still eating! While I can forgive it once, when it happens a second time, and I am still not done, I begin to find it annoying, intrusive.

Even worse, is when they actually take your plate, and you were not done. Perhaps you excused yourself for a moment, or even just turned your head. You turn around, and your dish is gone! I have actually had half an entrée removed, when I was nowhere near done. I relayed this to the server and was told "Sorry." I haven't been back to that establishment. Was this at your restaurant? How would you know?

I believe this type of treatment/training is due to two things: 1. Trying to turn tables. That requires a very fine balance however. Turn them too fast for the guests and they may turn that night -- but the guests won't be back. Turn them too slow and you may not maximize your revenue. 2. Doing the wrong thing for the right reason. Guests don't want to sit around all night with dirty plates and left over food around them, so you train your staff to get those dirty plates off the table! However, in the zealous desire to get it right, it has gone too far.

If I am finished eating, I will put my napkin across the plate, put my silverware upside down across the plate, push the plate away from me, tell the server/busser that I am finished; or possibly any combination of these. If none of these has happened please do not ask if I am finished -- or worse -- just remove the plate. (Taking a break from eating is not a sign of being finished!)

Here are some of your comments (quite condensed, to read all/full comments, please go to the bottom of the article on this page):

PS -- See if you pick up on the "Safeway" theme as well -- perhaps they need to read this article -- and your comments!

"I have worked in hospitality for a long time including serving at dinners for a winery. We do service overload, but it's not our fault. What happens is the winery overbooks staff for the dinner; so really, there is not much to do but to stand around. The managers freak out because we aren't working so they say, "Go check their water!" "Go fluff their napkins!" Our poor guests are constantly interrupted while we do ridiculous things to look busy. Managers need to realize that sometimes there is nothing to do and that guests should not have to sacrifice their dining experience so that the servers and staff can look busy!"

Becky, Small Lot Wine Tours
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"I was at a very well-known national rent-a-car agency in Denver a year ago. I was waiting in a very long line and had plenty of time to notice everything. At every single place at the counter each agent was clumsily reaching over the computer to shake hands with the next-up person in line. The line is long and they're shaking hands! I don't want to shake hands with a car rental agent and chit-chat!

The truth is - they don't care where I'm going and they don't care if I've been there before. Corporate America has incorporated insincerity into their business model. They don't get that good personality, not fake interest, is appreciated. They don't get that a genuine good sense of humor goes a long way. They don't get that efficiency and fast problem solving makes all the difference in the world to us.

Out here in the west, Safeway started the obnoxious practice of having every single stock person ask if I was "finding everything ok today"? I must have answered that question 7 times in a shopping visit! Do they think I wouldn't ask them if I couldn't find something?!! That's over-kill, and that makes me uncomfortable."

Steve Garman, Reno, Nevada
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"I'm thinking there are definitely different strokes for different folks. I'm with you in the way you felt after describing your experience. However, I know numerous people who would love that kind of attention, and even some who would expect it."

Dave Ashcroft
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"I, too, recently experienced over-solicitous behavior at The Mark in San Francisco. I love this old place and was attending a conference there. I pulled up to unload three boxes and could have taken a moment (no other cars around) and taken two and then one on my own. But the valet brought the huge brass wheelie thing and oh, this and oh, that. At that moment I decided to park there (huge $$) and followed him inside.

I, too, appreciate help, but clearly he hung near me (while 5 people looked on) until I reached for my wallet. That is part of the drill in the hotel/motel environ, I am just glad I had some cash on me! Anywhere you go these days you have to be firm and be willing to say, "No, thank you" otherwise one can go broke with tipping (which I am not adverse to. I think you KNOW what I mean here).

PS - At Safeway if you ask where the butter is they will drag themselves from whatever they are doing and fling themselves down the aisle to get you to that all-important product, even if you say, 'You can simply tell me.'"

Lin A. Lacombe, Communications Consultants, Your Strategic Partner in Communications Public Relations and Marketing & Literary Publicity
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"This is interesting to me to read this because - just this past October/November, I was in India and had this same experience at every better hotel we stayed in. I thought it was just India, trying so hard. I agree with you completely, I would not like this much hovering in the United States. I don't even like being escorted to another aisle in Safeway."

Juanita Poulis
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I know what you're talking about. And, yes, it does make you feel uncomfortable, especially if you're not dishing up 20 dollar bills to all these people 'helping' you -at least that's what their behavior makes you think you should be doing. I thought I'd corroborate your story because I work in a high-end luxury hotel (Wine Director) and I still feel the same way when I travel to places that do this. Thanks for letting it out of the bag. I'm going to share your point with our GM, to make sure we're not doing it."

Michele
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"I stayed at the Marriott Downtown LA for business very recently, and had exactly this type of experience with the personnel from A to Z. Could this be a California thing?? Or are they not busy enough in this economy and therefore have more time to devote to customers?"

Maïa
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"I always think when this happens to me, that someone is looking for a hefty tip. I find this does tend to happen in more mid smaller boutique hotels.....and I feel the same as you, I know how to operate the air conditioning and can find the mini bar. It turns me off."

Nancy Gorshe, Owner/Manager, The DEPOT Restaurant, Historic Seaview, Washington
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"I think that's a fantastic topic to broach. I used to work at a local 5 Star Diamond Resort. We also gave room tours to each guest, it was meant to be an extra special touch, but, like you, it felt awkward. People know how to use a bed, and a remote for goodness sakes!

In the wine industry, I don't think it is possible to over-deliver on customer service. Teaching people about wine, pairing it with cheeses, carrying their purchases to the car, offering other wineries to visit is all part of the normal service.

I've gone tasting hundreds upon hundreds of times, and have never felt that I received over-the-top customer service. Have you ever experienced this in a tasting room?"

Brandy Bell, Wine Club & Marketing Manager, Donati Family Vineyard
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-Margie

Do you need a customized guest satisfaction survey? It is a cliche to say the 'you can't afford not too,' however, in some instances it is true. In economically scary times it is even more important than ever (although we believe it is always important) to know what you are doing right, what you aren't, and to have the opportunity to win back those you may have made a mistake with; perhaps even making them 'customers for life.' A well designed survey will more than pay for itself, it may save your business. Call me and tell about your business, and let's see how I can help. Extremely cost effective and cost competitive. 707-933-0687 or OTLConsulting.com

It isn't something I had given much thought to in the past. However, a recent experience made me give it considerable thought. I'd love to know what you think, and if you've ever experienced "service overload."

It started with the Bottle Shock James Beard Wine Dinner tickets we had to give away. Many of you submitted your entries, which included submitting "what food & wines you would serve, and who you would invite" to a Bottle Shock Party. I loved reading all the entries, but felt too close to the situation to make a decision -- after all, I have met some of you -- and I see your faces looking back at me from your profiles! (At least I should - if you are on the network - if not, what are you waiting for?) So, I narrowed it down to 11 finalists, then promptly sent them all to Corinne at 360 Degree Communications in LA to chose the winner. The lucky lady Corinne chose was Marilyn Chapman from Tarpon Springs, FL.

I had met Marilyn last August when she and her husband came out to our first industry insider event (Potluck and Bottle Shock Preview in Sonoma). Marilyn was thrilled to win, but realized that her husband's work schedule would not allow him to join her. Marilyn emailed me, and soon I was booking a ticket to LA to join Marilyn, as her guest, to the dinner!

It was going to be a quick trip for both us -- we'd meet at the airport Thursday at 1PM and both fly out at noon the next day. Since it was only one night, and we had no dinner ticket cost, we decided to splurge and stay at a lovely hotel in Beverly Hills so we wouldn't have to worry about taxis and transportation.

It was a rainy afternoon when we arrived at the hotel. We were greeted by a swarm of uniformed young men, all waiting to do our bidding. Now, I don't know about you, but I am just fine wheeling my own bag. Yes, certainly if I am loaded with suitcases or juggling more than one or two items, help is appreciated - and often needed. In this case, however I only had one small, light bag on wheels.

They were quite gracious though and did not insist when I declined help, and immediately opened the doors for us. What a lovely hotel, really quite charming. We were helped immediately by the front desk staff, who inquired about our travels and plans. The manager was called out to meet us and shake hands -- this were I started to feel uncomfortable. They were all lovely, but I was just checking in for the night, not marrying into the family! Their 'over to top' caring and solicitousness was just that - over the top.

Next, we were "escorted" to our room. Again, maybe it's just me, but really, I am capable of making it the second floor without an escort! We were then given a full 'tour' of the room and instructions on how to use items in the room. (Who hasn't operated a TV or thermostat?)

I am usually telling stories or poor -- or even inexcusable -- service, so this one caught me off guard. I can't actually fault them, they certainly did nothing wrong. However, the service was not only more than I needed -- it was more than I wanted, and even more important, it made me feel uncomfortable; and that couldn't have been their goal.

It made me think about the line between good, great, 'over the top' service; and if and when you cross that line and 'service' becomes a negative rather than a positive -- service overload. How do you know? And how do you teach your staff to read your customers so they know just how far to go, without going too far?

I'd love to hear your thoughts -- and if you've ever experienced service overload yourself, or if you've been guilty of providing it. Email me!

PS – The James Beard dinner was lovely, as were our tablemates – Bottle Shock producers Randy Miller and Jody Savin. Get your DVD today…

-Margie

Do you need a customized guest satisfaction survey? It is a cliche to say the 'you can't afford not too,' however, in some instances it is true. In economically scary times it is even more important than ever (although we believe it is always important) to know what you are doing right, what you aren't, and to have the opportunity to win back those you may have made a mistake with; perhaps even making them 'customers for life.' A well designed survey will more than pay for itself, it may save your business. Call me and tell about your business, and let's see how I can help. Extremely cost effective and cost competitive. 707-933-0687 or OTLConsulting.com

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Comments:

Funny story really.
Reminds me of that old Twilight Zone episode where the lady hits the kid on the bike...and he takes her home to meet the family.
The one thing I simply cannot stand in a fine dining restaurant....when the server fills your water glass after EVERY SIP!!!

Steve Patterson
Category Management Group
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I know what you mean. I like to be pampered, like what you experienced, on a long stay, but for something that is just over night. That is way too much.

Sara

Cujak's Wine Market, LLC
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I have worked in hospitality for a long time including serving at dinners for a winery. We do service overload, but it's not our fault. What happens is the winery overbooks staff for the dinner. So really, there is not much to do but to stand around. The managers freak out because we aren't working so they say, "Go check their water!" "Go fluff their napkins!" Our poor guests are constantly interrupted while we do ridiculous things to look busy. I remember the same experience at Julia's Kitchen at Copia. Managers need to realize that sometimes there is nothing to do and that guests should not have to sacrifice their dining experience so that the servers and staff can look busy!

Becky
Small Lot Wine Tours
_____________________________________________________________________________________________

I was at a very well-known national rent-a-car agency in Denver a year ago. I was waiting in a very long line and had plenty of time to notice everything. At every single place at the counter each agent was clumsily reaching over the computer to shake hands with the next-up person in line. The line is long and they're shaking hands! I don't want to shake hands with a car rental agent and chit-chat! The only people that want to be friends with car rental agents are people with NO friends!

I want the car, I want the map, I want the agreement and the walk-around. I want to know how far down the road is the on-ramp. I don't want to tell them where I'm going (they do ask that). I don't want to tell them if I've been there before (they do ask that).

The truth is - they don't care where I'm going and they don't care if I've been there before. Corporate America has incorporated insincerity into their business model. They don't get that good personality, not fake interest, is appreciated. They don't get that a genuine good sense of humor goes a long way. They don't get that efficiency and fast problem solving makes all the difference in the world to us.

Out here in the west, Safeway started the obnoxious practice of having every single stock person ask if I was "finding everything ok today"? I must have answered that question 7 times in a shopping visit! Do they think I wouldn't ask them if I couldn't find something?!! That's over-kill, that makes me uncomfortable.

Steve Garman
Reno, Nevada
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Hi Margie,

I'm thinking there's definitely some instances of different strokes for different folks. I'm with you in the way you felt after describing your experience. However, I know numerous people who would love that kind of attention, and even some who would expect it. For myself it doesn't provide value... For others, it makes them feel important... I might even call it old school but what do I know...

my 2 cents,

Dave Ashcroft
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Certainly a definition of hospitality should include knowing your audience. Mariah Carey probably expects the kind of service you experienced, and perhaps she, or others like her, are the target audience for this hotel. I would liken it to the places where a guy in the men's room hands me a towel to dry my hands. I don't need it, but I get what's going on there.

With respect to the TV and the thermostat: I've been places where I wished they HAD told me how the damn things worked.

Steve Hyslop
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I, too, recently experienced over-solicitous behavior at The Mark in San Francisco. I love this old place and was attending a conference there. I pulled up to unload three boxes and could have taken a moment (no other cars around) and taken two and then one on my own. But the valet brought the huge brass wheely thing and oh, this and oh, that. At that moment I decided to park there (huge $$) and followed him inside.

I, too, appreciate help, but clearly he hung near me (while 5 people looked on) until I reached for my wallet. That is part of the drill in the hotel/motel environ, I am just glad I had some cash on me! Anywhere you go these days you have to be firm and be willing to say, "No, thank you" otherwise one can go broke with tipping (which I am not adverse to. I think you KNOW what I mean here).

PS At Safeway if you ask where the butter is they will drag themselves from whatever they are doing and fling themselves down the aisle to get you to that all-important product, even if you say, "You can simply tell me."
All the best!

Lin A. Lacombe
Communications Consultants
Your Strategic Partner in Communications
Public Relations and Marketing &
Literary Publicity
______________________________________________________________

Hello, Margie,

This is interesting to me to read this because - just this past October/November, I was in India and had this same experience at every better hotel we stayed in. I thought it was just India, trying so hard. I agree with you completely, I would not like this much hovering in the United States. I don't even like being escorted to another aisle in Safeway.

Keep up the good writing!

Juanita Poulis
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Margie, Oh my God, I know what you're talking about. And, yes, it does make you feel uncomfortable, especially if your not dishing up 20 dollar bills to all these people 'helping' you -at least that's what their behavior makes makes you think you should be doing. I thought I'd corroborate your story because I work in a high-end luxury hotel (I'M A WINE DIRECTOR) and I still feel the same way when I travel to places that do this. Thanks for letting it out of the bag. I'm going to share your point with our GM, to make sure we're not doing it.

Michele
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Very interesting to read. I stayed at the Marriott Downtown LA for business very recently, and had exactly this type of experience with the personnel from A to Z.
Could this be a California thing?? Or are they not busy enough in this economy and therefore have more time to devote to customers?

Best regards,
Maïa
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Margie-

An interesting piece, service is (I believe) an acquired skill. It is something that has to be taught and in your situation the management had not taught their staff very well. Having worked in the service industry for 25+ years I also feel there is a level of common sense that has to be applied to each situation. With all the poor customer service we experience any good service can seem overwhelming. Thanks for your view.

Lorraine Derhammer, New Mexico
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I read your article and thought I would drop 2 cents in on the topic as I am connected to a resort.

I fully understand what you are saying. I hate having someone literally crawl into my clothes and be next to me all the time when I check in. I don’t need much attention, I am a low maintenance guy. I think it is stupid for someone to show me how to turn on, or to find lights, or how to make a phone call, and I am very sure I can find a bathroom if the urge takes me, so on one level I totally agree with you.

On another though I have to ask a question. Have you ever dealt with a wide range of customers in the hospitality industry? I am fairly sure that you have, given the article and the name of the ezine, but I didn’t want to make assumptions.

Service is given to the customer on the basis of the lowest common denominator. If one person stands up and screams they are unhappy, unfortunately more people listen to them, rather than 5 people who have something nice to say. The old adage. It takes 10 compliments to get you ahead, and one complaint to sink you. A lot of people come to resorts etc, literally to have someone kiss their ass. To feel powerful for a moment before they go back to their lives. They complain about the smallest things……like not being shown how to work a thermostat. Some people can’t find an elevator by themselves, let alone make two turns to a room. These things are demanded by the people that scream the loudest and set the precedent for the rest of the industry.

The little stupid things that people do in every day life that they complain about, and they demand extra for are multiplied by a large amount as soon as they are in a hotel/resort. This is unfortunately a symptom of our society, that the squeaky hinge gets the oil. The people that are nice, and don’t need this sort of over the top ridiculous attention, are once again, the ones that remain quiet.

When I get to a front desk I let them know jokingly, and humorously that I am not like the rest of their guests, that I can not only feed and bath myself now, but I can find my way to my room J

Peter Kasprzak
Winemaker/Winery Director
Chateau Élan Winery & Resorts
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You must be too young to remember when every hotel gave the kind of service you got and thought was TOO MUCH. What kind of a woman are you to feel uncomfortable getting that kind of service. You are probably from the class of women libbers, who always objected when I opened the car door for them (as I have been doing for at least 70 years). I would get a rude comment, “I can open the door, Matt”.

Fortunately as I get older and my dates are a little older and have higher self-esteem than you seem to have, Margie, they thank me for being a gentlemen. It seems you don’t know of any gentleman who would be courtesy to you. No wonder you were “Uncomfortable when the porter took your bag to the room and made certain you knew how THEIR temperature control worked.”

Your attitude would preclude me from ever asking you for a date. And being single and enjoying the company of gracious women, I can say that. What you should do is check your self-esteem level. Must be so low that courtesy bothers you. Tough luck for you. You may get some more, but then you can just kick them in the balls and perhaps you will feel more comfortable.

Matt Donnelly
MPBC, CBOA, CBC, BEC
The Business Appraisal Institute
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You need to learn to say: NO! - thank you very much!

Karl S Mann
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I agree 100% with your article about "over the top" service. The necessity to "read" clients is tantamount.

Warmly,

Donna Altes
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I always think when this happens to me, that someone is looking for a hefty tip. I find this does tend to happen in more mid smaller boutique hotels.....and I feel the same as you, I know how to operate the air conditioning and can find the mini bar. It turns me off.

When it happens it reminds me to talk about the careful balance of service at a next staff meeting of our restaurant staff. Welcome, accomodate, try to learn how much of you a customer really wants, but usually don't hover. I always use Nordstrom as our measure....the customer is always right....so figure out fast what they want....intimacy: leave them alone; foodie interaction: talk from menus and specials; accompanied child is everything to them: bring coloring and offer their dinner first, etc. I am always insulted that that hotel hasn't taught their staff to figure out who I am....to read me....thus end up always thinking they are just looking for a tip.

Watched Bottle Shock on the plane back from Croatia and Malta.....where I never found wine to want to bring home.....beer was good tho!

Nancy Gorshe, Owner/Manager
The DEPOT Restaurant
Historic Seaview, Washington
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Greetings...

Here at Grateful Graphics we are a 1.5 person merchandising entity and until now, I had not considered service overload as an issue. Because we are in a narrow field, we sell Officially Licensed Grateful Dead merchandise, and we are a tiny company facing competitors much larger, I feel our one to one, grassroots, share intelligently approach does work.

So often I hear the phrases "It is so grate to deal with a real human" - "You guys are old school" - "I'm so glad I found you". For us, we provide expert service (we know our merchandise, the world of GD merchandising and we are stone cold Deadheads) with a gentle smile and unwavering spirit.

And here lies where I might service overload somebody - in sharing what we know of the Grateful Dead world, if we don't listen and respond accordingly, we could lose the customer, new friend, community member. At the heart of the Grateful Dead experience is community and we try to foster that here at GG, but if you don't create a give and take, learn and learn from approach with folks, you will turn them away without realizing it.

Thanks for helping me see how important our give and take with folks is and how we can enhance that by listening and contributing to the dialogue...

John Bergan (J
Sales & Marketing Director
Grateful Graphics

www.gratefulgraphics.com
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Margie: After reading your story I can understand being overwhelmed, yet I cannot be "too much GOOD/PROPER service". Being in the hospitality industry, customer service is an issue with me. What you rec'd was proper and maybe in your opinion, "over the top" service. However, this may be based on the reduction of service and client interaction we have endured here in the United States.

When I travel to Europe, Asia and the Middle East, such service you mention is the standard. In London, my hotel had a butler unpack my clothes and hand-press my evening attire and assist me with my bow-tie.

In Asia, specifically Hong Kong, the service is gracious yet unobtrusive. As an American, I too am taken back at such levels of service and assistance which is not widely known or appreciated in the United States.

The service you experienced would be akin to the finest hotels and restaurants of the 1950's in any city with a 5-star luxury hotel. We are traveling Americans have embraced the limited-service hotels for their cost-effectiveness, thus when we rec. over the top service, we are not comfortable and thus may react with hesitation. Just my thoughts and if you have not,you must visit the James Beard House in NYC.

Joseph Sobin
VP Media Relations and Travel Industry Liaison at The Society.com
Owner at Concierge Services http://www.mtntravel.com/
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"Margie, the answer is "No". There is no such thing as too much service. When service becomes a negative, this means that someone has not done the job right, hence it is not service anymore, but a nuisance (forgive the spelling). As a service professional, I think that these situations are often avoided by just asking the customer "Is there anything else we can do for you?". This is -or should be- the interactive part of guest contact. Do we simply do it our way, or do we interact with our guests and provide CUSTOMer service? On the other hand, you splurged in Beverly Hills. If I were working at a 5-star hotel, my bellmen would have been required to show you around the room for the basics. How often do guests complain or just call the front desk because they don't know how to use the thermostat (I am talking about my experience in Dutch 4 and 5* hotels). I had an experience once, where we were renovating a building and an entire floor was stripped. Yet, one of my guests stepped off the elevator onto the dark floor, having to step over the power hub that was in his way. Service is a tricky thing and can only be done correctly by sensitive, guest-oriented people. Select good people and keep monitoring how they provide "service". Above all, make all personnel in guest contact positions ask their guests what they want or need."

Daryl Jaeger
Rooms Care Manager at Courtyard by Marriott Paramaribo
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Hi, Margie.

I Don't think I've ever corresponded with you before, but have a sweet spot for your site, as it's where I found my current job as the director for the dineLA program created by the LA Convention and Visitors Bureau.

I read your account of your Beverly Hills stay with a wisp of sadness. I remember being fresh out of culinary school when my boyfriend and I were living in San Diego, living in low-income housing and working very low paying hospitality jobs. I used to go visit him at his work--the Loews Coronado Resort--and remember watching the flurry of activity from bell staff and valet as they worked to see to arriving guests' needs. But I mostly remember him coming home from work with only a few dollars in his pocket. As a employee whose livelihood depended almost entirely on gratuity from guests, it was crushing to see him work so hard and have nothing to show for it.

That said, I have been an independent (mostly single) business woman for a long time now and I know what it's like not wanting to dish out for services that you don't really need. It can really add up.

I think perhaps your experience was based more on a business trying to stay afloat during these tough times by DRILLING customer service into its employees heads. Word of Mouth is the only affordable marketing these days and, my guess is, they were simply trying a little too hard.

Carrie Kommers
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Of course, there certainly is a concept of "too much service". Whenever we pin down a mystery shopper/ auditor, we tend to bombard that individual with 'too much service" or whenever we have someone over from the 'Corporate Office' or a person known to MD/ CEO, again that individual receives "too much service" and that too at the expense of other guests who feel ignored, neglected, left out and humiliated in the process.

Parag Srivastava
Chef Incharge- Culinary Training: Kitchen Executive Training Programme, The Leela Palace Kempinski Bangalore
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The essential issue is what degree of service is desired by the customer? In most cases, exceeding service expectations is a welcome surprise, however, if an operation is truly service oriented, it MUST be customer-centric and able to modify its service delivery system to satisfy the customer in real-time. People travel for different reasons and an individual's multiple traveler personas may have different requirements during different trips - even to the same hotel or restaurant.

This does not make it an easy task for the service provider. Appropriate service levels are fundamentally a permission based and highly personal decision. I may or may not want to have a deep ongoing relationship with the establishment. I do want to be recognized as an individual, understand that my business is valued and that a repeat purchase experience is welcomed.

The secret is 1) Empowering employees to listen to the customer and discern the appropriate level of service desired, 2) Based on the employee's experience, determine the available services that may be needed, and 3) Exceeding the guest service expectation by sincerely providing/offering incremental services. If every guest contact employee does that during the course of a hotel stay, the guest will be blown away. That even means eye contact, a polite greeting and a smile from an employee passing in the hall. My personal peeves? a) Checking into a hotel and receiving a follow-up phone call a few minutes after checking in to ask if the room is alright.

Robert Cole
Founder, RockCheetah
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So far, previous commenter Robert, is spot on. The key to great service is improvisation and adaptation...reading people and engaging accordingly. It is not perfect execution of rote tasks or scripts, which is what you encountered.

Often, those who deviate...those who do the unexpected...are the service winners...the ones we hear and read about.

Michael Chaffin
Owner, Memorable Solutions and Hospitality Consultant
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It's all about "READING YOUR GUEST" - something which hotels generally forget to teach when doing service training. Staff need to start treating guests as individuals and be able to instinctively give them the service that they want by learning through observation.

Just a comment to the post from Robert about Front Desk calling to see if the room is ok. In one of my hotels, which had a high % of guests arriving late at night and departing early morning (close to an airport) - I had a program where Room Service would call and offer guests a complimentary herbal tea e.g. "Good Evening, Mr. Bob, this is Tim from Room Service calling - We'd like to send you a complimentary herbal tea to help you get settled in this evening...we have mint, camomile or jasmine. To go along with that, would you like to order a sandwich or a light snack as well?"

Pre 10:30pm, Room Service would do the call and after that Front Desk would make the offer.

This had two consequences, 1) We trained the Room Service (when they delivered the tea) to ask newly checked in guests if everything was ok with their room and if there was and issue, to be proactive in solving it. 2) Our Room Service business after 10pm went up by over 65%.

If i remember correctly, over 99% of guests who were offered the tea took us up on it. Cost to us : negligable.

A room can't always be in a perfect condition all the time, every time. Ever had a light bulb go out on you just as you turn it on? It gives us an opportunity to make things right before it becomes an issue.

Paul Hotchan
Managing Consultant - APAC Hospitality Practice
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Paul makes a great point - a creative method of providing an unexpected and a service with perceived value at a negligible cost. Plus the added benefit of verifying everything is fine in the room. Great idea - everybody wins.

For the record, I would be very pleased with Paul's described execution of the herbal tea offer and would happily take them up on it.

Again, the trick is figuring out the right level of service and appropriate method of service delivery - while treating the guest as an individual. There is no secret formula - definitely more of an art than a science, so creativity counts.

Robert Cole
Founder, RockCheetah
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Great email! I think that’s a fantastic topic to broach. I used to work at a local 5 Star Diamond Resort. We also gave room tours to each guest, it was meant to be an extra special touch, but, like you, it felt awkward. People know how to use a bed, and a remote for goodness sakes!

In the wine industry, I don’t think it is possible to over-deliver on customer service. Teaching people about wine, pairing it with cheeses, carrying their purchases to the car, offering other wineries to visit is all part of the normal service.

I’ve gone tasting hundreds upon hundreds of times, and have never felt that I received over-the-top customer service.

Have you ever experienced this in a tasting room?

Brandy Bell
Wine Club & Marketing Manager
Donati Family Vineyard
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The challenge is to realize that no two individuals are the same. What might be perceived as exceptional service by one person can be seen as obtrusive by another. Staff must be trained to look for cues and deliver the service depending on the needs and expectations of the guest. But this is easier said than done especially when service delivery procedures and standards are fixed and not flexible.

Shinow Baby
Resort Manager at Sterling Holiday Resorts (I) Ltd
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Quite true. As taught in our course too, we need to be quick without being hasty and courteous and helpful without being intrusive. To add on on Parag's view we have certain "vv..vip" (no limit to v's here) guest category too ( govt officials, politicians and well connected) who like to be treated as exception to anything normal to the extent of creating chaos and fellow guests feeling totally neglected. I am sure every professional must have at least one such experience where he must have cursed ownself for being in this line.

Varun Vyas
Manager Operations at Reliance Retail
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