56. When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment THE SITUATION In dialogue 48, we dealt with a situation where the customer’s reservation was lost, but the employee could accommodate the customer with only minimal inconvenience for the customer. What happens when the customer cannot be accommodated and it appears the fault lies with the company? TECHNIQUES USED ■ Preemptive Strike (1) ■ Assurances of Results (2) ■ Providing Alternatives (3) ■ Empathy Statements (4) ■ Bonus Buyoff (5) ■ Contact Security/Authorities/Management (6) DIALOGUE As with the previous example, this occurs in a hotel. The employee discovers there is no record of the reservation and, unfortunately, the hotel is booked solid and cannot offer the customer the room that was promised. Employee: Mr. Jones, I can’t find any record of your reservation, but I can promise you that we will find a place for you to stay. (1, 2) Unfortunately, we’re completely booked, but I will find you alternate accommodations that won’t cost you any more than you’d spend here. (3) It may take a few minutes, but I will find something for you. (3) Customer: What kind of outfit do you run here? I shouldn’t
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