The customer is always right...or are they?

I’m currently sat on the Brussels to Ebbsfleet Eurostar returning from organising a successful pan-European conference forum.  Whilst pleased with the events outcome I’m only just calming down from, and starting to actually believe, the ‘customer service’ on offer at a prestigious (and expensive) 4 star Brussels Hotel.

To put it politely they had a ‘different’ approach to customer service than most hotels and venues I have had the pleasure of working in.  This property appeared to start with a strange idea of “the client is always wrong...!”  We asked for a room to be changed round – after being told by our client – an hour and a half before anything else was happening.  Most venues, whilst perhaps thinking ‘no,’ would oblige – mainly because we are the paying client.  This hotel not only refused but then in the middle of our event registration started to aggressively confront my colleague and I suggesting that we were being out of order for daring to change from the agreed function sheet.  To say we were not amused is probably an understatement

I have had several experiences of venues where the junior staff (those getting paid the least) have been rude and unhelpful but the management have been great.  Never have I experienced it the opposite way round.  The ground staff were usually happy to help but were instructed by the management that they couldn’t.  It’s hard to describe in words – that are printable – exactly how unbelievably bad their service was.  If it had happened just the once it would not have made such a lasting impression but it happened on a number of occasions, with the venue even stating that we are very unorganised...for asking for 4* (yes four) additional round tables in our main room.

* The request was made 45 minutes prior to the session – plenty of time; after moaning at us for 25 minutes they then had to rush making themselves more stressed.  It’s just madness

Their manner and attitude towards us would have made an inexperienced eye think that they were the client and we were the hotel, not the other way round.  The fact that we had a 300 person event taking all of their rooms (bar 4 20person rooms) seemed to matter little, if at all, to them.  We pointed out we were paying them around €45,000 to use their property – this didn’t even seem to register as a worthwhile point in their strange little heads.

Rant aside...the whole experience has made me think about the difference between running events in the UK and Europe.  Having organised over 10 European events my thoughts were that there was no difference.  Style of rooms, food, etc changed but the general ‘client is always right**’ view seemed to exist across the continent.  I presumed Brussels – a congress focused city – would be the same, if not better.  My initial reaction is the opposite.  Perhaps it is just the hotel we used, as they are an independently owned property rather than part of a chain, but I am now eager to run our second Brussels based event so I can compare. 

** The client is not always right...but their ideas and requests are the most important

I am shocked and surprised at the lack of service.  If a venue disagrees with me or my teams approach that is fine if it is dealt with in a professional manner.  When the venue’s management staff openly start to berate us – the client – in full view of all attending the event I have a major issue (which was expressed).  When the venue’s senior management have to apologise for their staff on day 2 of 3 you’d think it would improve...not get worse!  I can safely say I will never use that venue again (which facilities wise is a shame, as the main room was fantastic) and unfortunately it has put a dampener on a great event.

Oh well, we’re back in the UK now, land of the fantastically friendly customer service...!

www.connectevents.co.uk