Zeisler Consulting

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The pilot cares the least

Zeisler Consulting

If it’s the end of their shift, they’re headed to a hotel somewhere…usually either right there at the airport or a short shuttle ride away. And if part of your job is to physically go to another city, spend the night, and then go to another city, spend the night there (and so on), of course, your boss puts you up in a hotel, too.

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No Be There

Zeisler Consulting

That came to mind recently when reflecting on an experience I had last year at a hotel for a conference. If things had gone a little more sour, it may have been a very bad experience and ruined both of our days (and my impression of that hotel). No be there,” he says, returning once Daniel has vanquished the menacing crew.)

Hotels 72
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Representative for whom?

Zeisler Consulting

Like a concierge at a hotel or the maî·tre d’ at a fancy restaurant, I’m the first person representing [literally!] Does that ever cross your mind? Pull it apart: If that person is a representative for the brand , then he or she is kind of like an ambassador: “Thanks for calling us. our brand that you’ll meet.

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Small Print or Bigger Person

Zeisler Consulting

Ritz-Carlton could easily hide behind their Ts&Cs and throw their hands up—after all, the majority of instances where they dip into these funds don’t even have to do with things that are even related to the stay at the hotel—and say, tough luck, buttercup. But it wouldn’t do them any good with their guests. What about your brand?

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Excuses versus solutions

Zeisler Consulting

Some brands took off like a rocket (those that deliver stuff to your house), while others (lots of brick-and-mortar, tons of hotel/restaurant/entertainment) will never see the light of day again. No brand didn’t have a disruption due to Covid.

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Unnecessary escalations

Zeisler Consulting

My partner and I actually had a hotel cancel our reservation after the world ended. This spring and summer have been rough on travel. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for my partner’s mother.

Hotels 93
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It’s the experience, not the channel

Zeisler Consulting

But if I remember correctly it usually had to do with people otherwise having issues checking into a hotel or in-the-moment flight cancellations and such. The scenario usually went somewhat like this: I had an issue with this airline or hotel chain right there at the gate or in the lobby checking in.

Hotels 72