Customer Service Good and Bad

Entries categorized as ‘best western’

Should we ban PowerPoint?

30 May 2008 · Leave a Comment

Garr Reynolds at PresentationZen.com has reported that the Toyota CEO has suggested banning PowerPoint.

I was thinking about doing so for presentations and what the result would be. My expectation is that we would go back to the “good old days” of overhead projectors (OHPs). What happened then? Two possible scenarios (I was in University when these were last used):

1. the “presenter” writes directly on the OHP slide

2. the presenter prepares an OHP slide full of bullet points which he uncovers one by one

So Garr is completely right, PPT is just a tool, presentation skills need to be understood first; and most importantly how the audience reacts to a presentation. I learnt most from my university professors who wrote the least or used the fewest slides.

I remember one course on Thermodynamics (!) where all the slides were just pairs of graphs illustrating the necessary point. Little text, few notes, but I understood it and remembered it better than other courses. Moreover, I was able to take the understanding and apply it to other fields in a creative fashion.

Take aways:

A good logical story and visuals to back up your subject are essential to a successful presentation

Categories: other topic

31° AND NO AIR-CO

18 July 2007 · Leave a Comment

Dusseldorf is normally quite a cold and rainy city, at least when I visit, so I didn’t ever really think about air-conditioning in a hotel. That is, until this week with temperatures hitting the 31° mark.  After a hot day in the uncooled office, I was looking forward to a nice shower and a cool room in the Best Western. My face when the receptionist announced that the air-con was broken! So you’re the Best Western, the air-con’s broken during a heat wave, so what do you do?

  • Guest number one: not informed
  • Guest number two: told the aircon was broken
  • Guest number three: offered a room in another hotel 

Ah-ha you’re saying, this is because one guest stays more than the others. So who stays more often at this hotel? Well that would be guest number one. Well, who has the most expensive room rate…. again guest number one.  

 The take-away:    So, what should the BW have actually done

  1. Get their message straight, tell all customers about the problem, and offer all customers the same alternatives.
  2. Why not offer a big bottle of water to apologise?     

Categories: best western · consistent service · hotel