Behind-The-Scenes: Compensating Your Clients
August 6, 2014
I believe that most vendors are like myself in that we insist we receive final payment two weeks prior to an event in order to execute it. The reason behind this is very simple; at that point, we have already brought in all of the material and done most of the work. All that needs to be done is install the job and hope it goes well.
Unfortunately, there are times when things will go wrong.
Recently, we planned and designed an event that, thank God, went perfectly (or so we thought).
The wedding took place in a five-star hotel that perfected the art of service. When my planners were ready to wrap up and say goodbye to all of the guests, we got a frantic call. As it turns out, one of the guests had made the mistake of leaving a very pricy diamond ring in her room when she left to meet someone for breakfast. By the time she had returned, the ring was gone. After reporting the incident to hotel workers, the cleaning lady was questioned. Though it appeared she was the only other person to enter the room while the guest was out, she swore she did not take the ring. The police were called, and in a moment of brilliance, my planner suggested to get the cleaning lady’s permission to search her home. After vehemently resisting, she had no choice but to agree. Guess what? An extensive search led to the discovery of the stolen diamond ring.
The hotel management was very apologetic, but to my surprise, offered no other compensation. I personally felt this was the perfect situation to offer the client a week’s stay or something similar, so I made that suggestion. I would like to ask all of you your opinions on this subject.
Do you think the hotel should compensate our client, and if so, what do you suggest? Do you think an apology is good enough?
I am looking forward to your thoughts.
(Photo Courtesy of Patrick Demarchelier)