50 ALTERNATES IN TOURISM
By making it easy for the guest to complain and receive immediate attention the guest will appreciate the service more, although service-recovery is only second best to providing service right the first time. Hotels do provide guest- questionnaires in the rooms but then how many of the guests provide feedback, positive or negative, by filling in these questionnaires? Experience has shown that guest-questionnaires are mostly wasted. Happy customers seldom let the hotel know about good service (even in writing) and if there is a small snag in the service they either remain quiet and accept it but tell friends after check out or lash out whenever the service failure is great as to make the guest uncomfortable. With the airlines the most oft-encountered problem passengers want to complain about is the delays in departure without so much of an explanation. Complaints of this sort are seldom heeded and acted upon. Many passengers now resort to writing open complaint letters to the print media before getting answers. Why not solve the problem and give a satisfactory explanation on the spot right after the incident occurred? Obviously, management has not considered setting up a feedback system that benefits everybody. Hotels and airlines, as well as other service companies, could aggresively interview guests, passengers or clients at random and ask them right after receiving the service what they
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