Turn Mistakes into Fans

We all make mistakes. Unexpected stuff happens. But when it does happen, what do you – as a professional, manager or owner – do? Because a well handled problem is an opportunity in disguise.

Let me share a pair of examples that both revolved around the Louisville Show.

I contacted the Crown Plaza about using their conference room and hospitality services to host our recent INTRO to MH Opportunities Day event. They came recommended. That said, a series of unfortunate events took place. The Crown staff apologized…sort of…the manager in charge was the nicest, but at the end of the day, they failed to fix what went wrong on their end.

As those who attended know, the event was held instead at the Hilton Garden Inn near the KEC and Louisville's airport.

The front end of the planning was handled well. We booked. Both immediately prior to the event and at the event itself, some things went awry. What did the Hilton's staff do?

In each and every case, they responded immediately, professionally and fixed it.

It would have been nice to have had a list of all the names of all the people who at every turn made good customer service a reality. But I did grab a photo with three of the many, as showmen above.

They will be my first call next year as a result. I'm their fan now.

In my work with MH Retailers, Communities and others in our industry, we see mistakes happen. We advocate doing right by the client, because it routinely pays to do so. Do what's right. When things go wrong, admit the glitch and then make it right. When you do, it often comes back to you. ##

PS: Check our many Exclusive and Red Hot Featured Articles for January and see the

other new stories at MHLivingNews.com too.

L. A. "Tony" Kovach