theartofservice

I spent quite a bit of time today discussing the “who needs whom” in ITSM… and eventually we had agreement that the IT is there for the business – we need them…

This got me thinking at dinner tonight. I ate in the hotel restaurant (it was close and cold outside). As I sat there and observed the near empty restaurant, I remembered concierge stating that they are fully booked out…. So where are they? – Why are they not in THIS restaurant??? ( I also observed the same last night?)

I started to draw parallels to our conversation today… Are these restaurants becoming complacent thinking that they too have a captured audience? That because they provide a service to the hotel that the customer will be grateful (tho I was tonight because of the cold) and engage their services and eat there???

All I could think of is that customers are doing exactly as I said would happen if the IT Departments don’t develop themselves as a strategic asset – find someone else????

Food was great, service exceptional – but where is the incentive for the hotel guests to eat there? From my perspective, I almost expect to be charged MORE because it is a hotel restaurant… To their credit – there was a draw for guests who ate in the restaurant… but is that enough? – I had to enter the restaurant to find this. They have a potentially captured audience… but don’t maximise this through their acknowledging loyalty service….

If I was them – offer incentives to eat there… and demystify the overpriced hotel prices aka penalties (hmmm – demand management)…..

Till next time,

Cheers from the team at The Art of Service

Read Full Post »