I say bring it on! I’ll take them all.
It’s not that it always works out. It works out much more than not, though. I think it’s only fair to give people the benefit of the doubt.
Difficult is just a perception. Clear out all the feelings and narrow it down to the actual ask. Don’t get your feelings hurt! You can only assume (with no other data) that these “difficult” guests are not attacking you personally. These are customers who expect the quality they paid for. People communicate in different ways. Is direct really all that bad? I say no! I know exactly how to fix it, and don’t have to wait for a bad review after I have no chance to make it better.
Usually when a customer complains there is at least some substance to it. They may have embellished it, but hey… that’s how you get someone’s attention. Have you ever been a sports coach? You don’t tell the beginner student athlete how to do it exactly. You exaggerate your motions so that they can hit the nail on the head. Maybe that’s what these guys have learned how to do – because it works! Figure out what the reality of the problem is, however small, and fix it. Be responsive specifically to the requests at hand. Generic responses to issues are so annoying!
Truly, I’ve had three guests among thousands over the past four years that turned out horrid, giving 1-star reviews, after we expeditiously bent over backwards to provide everything they asked for. It hurts the business-definitely! It’s so small compared the business you will keep and the repeat “difficult” customers who now love and trust you. You decide for your business, but it’s something to consider.
I say put those proven bad customers on a “Do Not Rent List” and be grateful for all the other relationships you can cultivate!
