Missed Opportunities

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Missed Opportunities

The media version...

http://www.cbsnews.com/stories/2007/06/21/ap/national/main2961912.shtml

Dana Bushman, passenger on the flight....the real story

http://www.danabushman.com/here_is_the_house/2007/06/our_32_hour_fli.html

http://nyc.metblogs.com/archives/2007/06/continental_fli.phtml

Link to Michael's blog post

From a previous indieHotelier podcast...When Things Go Bad

It's going to happen

• Mistakes are inevitable
  
• Grand Opportunity
• Introduce the Element of Surprise
• Forces Remarkability
  
• Should be welcomed
  
• But...if you don't perform at a heightened level of hospitality...it's worse than being average
  

Listen

• demonstrate empathy vs. apathy (the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner)...you get it
• get engaged...drop eveything else and pay attention, remove the situation from distraction
  
• Mean it!
  

Do something! (this is the most important part)

• Apologize (see Yehuda's #10 on Seth's post )
  
• fast
• care- all about actions...not what you say you're going to do.
  
• improvise (see tip #2 in Becky Carroll's post)
  
• adapt
• create
• solve
• if there's a "review of procedures" or an investigation, send a follow-up report
• Remain engaged (Dell with me, Richard Binhammer)
  
• create a story...your best chance to be remarkable

Guests

Dana Bushman

Co-Hosts

Debbie Harris
Stephanie Williams

Props & Mentions

Kayak
Farecompare
Continental

Next Show

Friday, June 29th, 11 AM EDT

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Song

From the Podsafe Music Network...

Derek Alone, 3 Blind Mice