This week, Sales Ninja will share another case of poor business ethics. This time, we will look into a case whereby a resort, who has always dealt greatly with regular consumers, has a hard time keeping up with a business client.
This resort has never had an event whereby a hundred people from a single company come and do joint team building events. Thus, their customer service and communication are important, but this particular resort had a problem doing just that: communication.
1 Problem Becoming 4
One of our staff went to deal with a new resort as the premise for our next training session. However, from day 1, this resort did not live up to its reputation. It was great from a public visitor point of view (like vacations, retreats, etc) but it was not adequate when dealing with another business.
We found this resort lacked the discipline to reply to communications and dragged on a simple problem for days before it could be resolved.
Client Conflict of Interest
As the deadline of the training closes, our client grows impatient as the resort is not fully supportive of the activities planned. The resort was not responsive towards the client either, hence, the tension escalated to a point where the deal was close to being canceled.
The resort’s business development managers seemed to lack interest in this point despite this deal is worth thousands for them and in order to maintain all relations properly, Sales Ninja had no choice but to contact the very top.
A Leadership Resolution
With so much at stake and the reputation of ALL parties involved, our staff went above and beyond to reach the owner of the resort who was actually very active and involved with the operations of the resort. However, his business development team did not inform him about anything from Sales Ninja or our client.
After learning what is actually happening, he assigned his right-hand man, the Operational Manager, to liaise with us and ensure everything will go smoothly from now on. Fortunately, all of the activities planned for 3 days was adjusted and approved and our client was retained for the foreseeable future.
Moral of The Story
Professional customer service is important no matter what industry you are in. Whether you are in tourism, automobile, property, retail, or even oil & gas, customer service is the heart of after-sales. This resort clearly lacked that and our first experience with them was not exemplary. No doubt that they are good for public consumers but when it comes to business-to-business, they do not appear as professional or as motivated to continue service.
It is this type of customer service that Sales Ninja can help train you with as far as too many companies, such as this unnamed resort, ignore investing in their customer service (or business development), especially for B2B.
No matter what industry you are in; customer service, communication, teamwork, and motivation are always crucial for a successful business. Click HERE to contact us and our Senior Solution Manager will call you with a fully customized solution!
