Classroom Style Without Tables

Last week, one of my senior sales managers came to me and provided a bit of comic relief from a customer’s comments. They had been working with a rather experienced meeting planner who insisted on referring to a "theater style" set-up as "classroom style without the tables." Business is business and she continued to process the request without hesitation.

We need to remember, it is not how we want to do business (on our terms, with our own definitions), but rather how our customers want to do business. We will accept any term, explanation or process as long as it benefits the hotels we are selling.

The next time you are in a restaurant, order a cheeseburger without any cheese and see if the server corrects you or processes your order as you requested. Those that are truly service oriented will deliver exactly what you’d like.